Platform Technology Support - Assistant Vice President / Vice President

Responsibilities

• Execute end-to-end technical and operational deliverables on recurring platform engagements, ensuring consistent, high-quality service.
• Manage daily workflows with a strong client-first mindset while maintaining platform stability and user satisfaction.
• Partner closely with Product Managers, Relationship Managers, and Implementation teams to deliver a best-in-class platform experience.
• Respond to technical inquiries from internal and external users via the ticketing system across iCapital’s digital ecosystem.
• Troubleshoot moderate to complex technical issues; escalate and collaborate with product specialists as needed for timely resolution.
• Document processes, recurring technical issues, and best practices to support new product solutions and operational improvements.
• Synthesize customer feedback and partner with cross-functional teams to help enhance iCapital’s digital offerings.
• Maintain and update team documentation, including process guides and operational materials.

Qualifications

• 8-12+ years of experience in client technical support, data operations, or a programming environment within a fast-paced or agile organization
• Bachelor’s degree is required
• Strong communication skills and comfort interacting with external partners and internal business stakeholders
• Able to prioritize effectively with excellent time-management skills
• Demonstrated ability to work independently as well as collaboratively within a team
• Experience analyzing complex technical problems and translating them into clear, actionable steps
• Strong attention to detail with the ability to research systems, identify issues, and recommend solutions
• Experience with data integrations is a plus
• Familiar with alternative investments or financial technology (FinTech) is preferred

Benefits

• The base salary range for this role is $115,000 to $150,000.
• iCapital offers a compensation package which includes salary, equity for all full-time employees, and an annual performance bonus.
• Employees also receive a comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer-paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and unlimited paid time off (PTO).
• We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.