Platform Support Analyst

A company is looking for a Platform Support Analyst for North America.

Key Responsibilities

Provide 2nd and 3rd line support for the SaaS platform, troubleshooting client-raised issues

Communicate proactively with clients, keeping them informed on issue progress and resolutions

Collaborate with cross-functional teams to investigate escalations and contribute to long-term fixes

Required Qualifications

3+ years of experience in a SaaS-based customer service or technical support role

Strong knowledge of SQL and experience with customer support tools like JIRA / Confluence

Familiarity with structured logic and conditional expressions for troubleshooting

Experience managing client relationships with a focus on reliability and accountability

A degree or diploma in Computer Science, Engineering, Math, or related fields is preferred