Senior Support Analyst

About the role

The Private Equity Support Analyst is responsible for providing best-in-class customer service for a portfolio of private equity backed companies and top PE firms. They will be responsible for the daily support of helping our clients navigate the Carta platform and assist them with all their equity compensation needs, using AI tools as a core part of how they investigate, resolve, and communicate solutions.

Responsibilities

• Provide timely, accurate, empathetic support across phone, email, and zoom — clearly communicating with a wide range of user personas, particularly within the private equity industry
• Respond to support cases spanning a wide range of complexity surfaced from the cap table product
• Incorporate AI tools into daily workflows as a core way of working, not an add-on
• Manage high-urgency cases with ownership; prioritize critically and adapt comfortably to an evolving company and product environment
• Operate in ambiguity, making informed decisions in never-before-seen situations
• Read logs, error traces, and system output to troubleshoot technical issues beyond the standard playbook
• Read between the lines of a user's question to identify their actual need and drive a speedy, satisfactory resolution
• Reconcile cap tables and take on other equity projects such as repricing, stock splits, and share conversions
• Drive improvements to support processes and product, partnering cross-functionally to close gaps and increase customer adoption and satisfaction

Requirements

Strong user empathy and expertise in the full lifecycle of a support case
5+ years of experience in software development, technical support, or quality assurance
Genuinely excited by solving problems — you find unresolved issues energizing, not draining, and you look for creative ways to get to a solution
Genuine enjoyment of helping others learn new features and complex concepts
Proven experience in building and maintaining relationships with customers and internal team members
Strong understanding of finance, private equity, venture capital, or related field
Experience in troubleshooting and problem solving
Proactive and self-directed by nature — you look outside the box for solutions rather than waiting to be told what to do, while staying collaborative and effective in a team setting
Deep sense of ownership and excitement to help build a team from its foundations
Demonstrated ability to thrive in fast-paced, ambiguous environments

Qualifications

Subject Matter Expertise in Carta products - Primarily Cap Table
Understanding of strategic direction and goals for the overall Support organization
Excellent understanding of the Carta platform, user personas, and relationships among our customers
Strong sense of problem ownership and Proactiveness
Comfortable with command-line interfaces and basic scripting
Understanding of LLM capabilities and how to apply them to daily work
Understanding of basic excel formulas

Skills

ECA/CEP certification
Claude 101 Certification
Experience assisting companies with their Cap table and Equity Plan administration
Strong understanding of Ai Tools
Experience troubleshooting SSO and authentication flows

Benefits

Equal Opportunity Employer

Pay

TBD

Schedule

TBD