About the role

Platform Support Analyst ensuring client success by troubleshooting technical issues on INSTANDA's SaaS platform. Collaborating with teams to enhance customer experience through effective problem resolution.

Responsibilities

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.

3+ years’ experience in a SaaS-based customer service or technical support role.
Strong conceptual, analytical, and problem-solving skills — able to investigate and reason through complex issues.
Excellent written and verbal communication skills with the ability to translate technical concepts into everyday language.
Solid working knowledge of SQL (query writing, joins, etc.).
Experience with customer support tools and the JIRA/Confluence suite.
Familiarity with structured logic and conditional expressions (e.g., IF/THEN statements) to support troubleshooting of platform calculations.
Works with a sense of urgency and is able to manage competing priorities in a fast paced environment, all while maintaining attention to detail and follow-through.
Proven reliability, consistency, and accountability in managing client relationships.
A natural drive for self-learning and an eagerness to understand new technologies and systems.

Pay range: $60,000 - $80,000 USD/CAD
Generous 28 vacation days, plus 10 US holidays per year.
One Dynamic Day per month on top of your holiday allowance to spend time doing the things you want to do or simply catching up with life admin.
Freedom Pass work up to 4 weeks of the year from anywhere.
FlexiBank you decide when to use your public holiday allocation.
We offer a full-suite of benefits including Healthcare, Vision, Dental, STD/LTD, Group Life + several other benefits.
INSTANDA offers a 401(k)/ RRSP and matches employee contributions up to 3% of salary.
All employees are included in the company discretionary bonus scheme
Access to an Employee Assistance Program
Annual learning & development allowance of USD/CAD$1,250
Free access to LinkedIn learning and Microsoft ESI learning platform