Senior Platform Support Engineer - Location: UK/North America/Romania/Portugal
Instanda, United Kingdom
Job Description
We’re pushing the boundaries of Insurance Technology.
INSTANDA is the world’s first no-code cloud-based platform, we are changing the way Insurers can design and deliver insurance products to market, allowing them to configure new products at speed completely disrupting the legacy norms in the industry.
INSTANDA has grown significantly in recent years, and we are now a team of 180+ employees primarily based in the UK and US, with partnerships that operate worldwide. We're continuing to grow our business, and Platform Support is at the forefront of our growth plans.
Our company was built by looking at the world through a different lens and our culture today reflects that by encouraging you to be yourself, speak your mind, and share your opinions. We want people who want to push themselves, be part of something great, and be prepared to challenge if they think there is a better way. Collaboration sits at the heart of how we operate, it has fueled our growth enormously and our aim to be ‘world class’. People at INSTANDA not only have a real sense of shared ownership, but are granted share options to benefit from our long term success making everyone an owner of the business.
So if this sounds like the place you can thrive in and grow your career, please keep reading!
Follow us to learn more: Instanda.com | LinkedIn | Twitter | YouTube
ABOUT THE ROLE:
We are seeking a Senior Platform Support Engineer to join the Platform Delivery and Support team. This position focuses on the Operational support of our clients and customers. You will be responsible for customer success by addressing and solving inbound support cases. You will be also involved in transition activities for the onboarding of new customers in terms of Support readiness such as assessing requirements, documentation, configuration information.
We are looking for a smart and technically savvy Senior Platform Support Engineer to join us. This role can be based in either UK, North America, Portugal or Romania.
*The team is hybrid, mainly working from home. The successful candidate can be based anywhere if travel to the local country office for monthly/ad hoc meetings is possible*
Responsibilities
- To understand and support the integration services in place across INSTANDA’s portfolio
- To work closely with the Integration Solutions team to triage, investigate and fix integrations for live trading clients
- Provide input into the Quality Control during the development and maintenance of integrations
- Build reports, logging and alerting to assist in the rapid identification and resolution of Integration related support items
- Build processes to ensure that integrations are running effectively, efficiently and in a performant manner
- 2nd and 3rd line email and telephone support of the INSTANDA SaaS platform
- Own client and service issues, making sure they are allocated to the appropriate resolver groups using JIRA
- Work to contractual commitments, including tracking and resolving items within our SLA agreements
- Analyse how clients use the system and collaborate with internal departments to identify trends and patterns so Business Analysts, Product Configuration and Engineering / Development teams can address them
- Analyse the platform delivery team documentation, client information and product configurations to provide feedback internally
- Contribute to knowledge-sharing resources amp; tools including standards, policies, procedures, best practices and runbooks for the team
Requirements
- 4+ years’ experience in a SaaS based service team
- A strong working knowledge of SQL
- Client-centric approach with ability to be flexible with workload patterns
- Mentoring junior members in the team
- A strong working knowledge of Integration technology (such as Power Automate, Logic Apps and APIs)
- Knowledge of REST, SOAP etc.
- A ‘can do’ attitude to ‘Go the extra mile" to deliver professional, friendly and timely resolution to customer issues
- A strong communicator with great customer engagement skills
- Experience with a customer support ticketing tool and the JIRA/Confluence suite
- Excellent Excel skills, with strong working knowledge of formulas and functionalities such as if statements and vlookup knowledge
- Ability to manage competing priorities in a fast-paced environment
- Proven ability to be organized and prioritise
- Strong conceptual, analytical and problem-solving skills
- Excellent written and verbal communication skills with a flair to express technical concepts in an everyday language
- Able to work with a sense of urgency
- Reliability and consistency in approach to managing customers