Senior Support Analyst

Responsibilities

• Provide timely, accurate, and empathetic support across phone, email, and Zoom for private equity customers.
• Resolve support cases involving Carta’s cap table product, including high-urgency and technically complex issues.
• Use AI tools and workflows to investigate, resolve, and communicate solutions.
• Read logs, error traces, and system output to troubleshoot issues beyond the standard playbook.
• Reconcile cap tables and support equity projects such as repricing, stock splits, and share conversions.
• Conduct case reviews and customer training sessions while adhering to service-level agreements.
• Proactively communicate cap table errors and cleanup needs.
• Build lightweight scripts or tools to resolve recurring problems at scale.
• Partner cross-functionally to improve support processes, close product gaps, and increase customer adoption and satisfaction.

Requirements

• 5+ years of experience in software development, technical support, or quality assurance.
• Strong user empathy and full lifecycle support-case expertise.
• Strong B2B relationship-management experience.
• Understanding of finance, private equity, venture capital, or a related field.
• Experience troubleshooting and solving problems in fast-paced, ambiguous environments.
• Ability to create and follow standard operating procedures.
• Comfort with command-line interfaces and basic scripting.
• Understanding of LLM capabilities and applying them to daily work.
• Understanding of basic Excel formulas.
• Strong problem ownership, proactiveness, and customer communication skills.

Nice-to-Haves

• ECA or CEP certification.
• Claude 101 certification.
• Experience assisting companies with cap table and equity-plan administration.
• Strong understanding of AI tools.
• Experience troubleshooting SSO and authentication flows.

Compensation and Benefits

• Compensation and benefits information was not provided.