Platform Support Analyst, North America

We’re pushing the boundaries of Insurance Technology

INSTANDA is the world's first no code platform for Insurance. A pioneering Insurtech, we’re revolutionizing the insurance industry by offering insurers a versatile tool to create, manage, and distribute digital insurance products. Our innovative technology empowers insurance carriers to adapt swiftly to market demands and navigate the evolving landscape. Our Technology is consistently recognized as the best policy administration platform for innovative insurers, winning awards in both the UK and US.

Headquartered in the UK, with a significant presence in North America. INSTANDA has grown significantly in recent years and we are now a team of 200+ employees globally, with partnerships that operate worldwide. We’re continuing to grow our business and our Platform Support team is at the forefront of our growth plans.

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Requirements

About the Role

We’re looking for a technically adept and self-motivated Platform Support Analyst to join our global Platform Support Team. As part of INSTANDA’s award-winning SaaS platform, you’ll play a key role in ensuring our clients’ success by investigating and resolving a wide range of technical issues, identifying patterns, and helping drive continuous improvement.

You’ll thrive in this role if you’re someone who’s naturally curious about how things work , has a passion for solving problems , and can think clearly and logically when troubleshooting unfamiliar issues . This role offers broad technical exposure, from running SQL queries, searching Elastic logs, and identifying configuration issues to troubleshooting APIs, working with Azure resources, and managing client SSL certificates all while supporting enterprise clients across the insurance industry.

This isn’t just about resolving tickets; it’s about thinking critically , communicating clearly , and helping our clients in an environment where curiosity and initiative are valued as much as technical ability.

At INSTANDA, we believe great problem solvers are curious by nature, take pride in their work, and care about getting it right. Our best team members don’t just react - they anticipate, dig deeper, learn fast, and keep growing. Collaboration and curiosity drive everything we do.

What You’ll Do

• Provide 2nd and 3rd line support for the INSTANDA SaaS platform, triaging, troubleshooting, and investigating client-raised issues with a goal of resolving them independently whenever possible.
• Communicate clearly and proactively with clients, keeping them updated on progress and outcomes.
• Demonstrate curiosity and ownership by investigating issues to their root cause and contributing to long-term fixes, not just immediate resolutions.
• Collaborate cross-functionally with Product Configuration, Engineering, and DevOps teams when escalations or defects require deeper investigation.
• Proactively monitor and act on system alerts (e.g., Pingdom, Azure Alerts) , identifying trends or patterns and suggesting improvements.
• Contribute to our internal and client-facing knowledge bases, documenting findings and best practices with clarity and precision.
• Support the continuous improvement of internal support processes, tools, and standards.
• Bring a detail-oriented, structured approach to all work, ensuring consistency and reliability for clients and teammates alike.

The Kind of Person Who Thrives Here

Requirements

Nice to Haves

Benefits