# Senior Support Analyst

**Company:** [Carta](https://hotfix.jobs/companies/carta)
**Location:** Sandy, UT
**Role:** Support Engineering
**Experience:** 5+ years
**Skills:** Carta Cap Table, Technical Support, Quality Assurance, AI Tools, LLMs, Command-Line Interface, Basic Scripting, Excel Formulas, SSO, Authentication Flows
**Posted:** 2026-08-25

> Provides technical, high-touch support for private equity customers using Carta’s cap table platform. The role diagnoses complex issues, reconciles equity data, applies AI-powered workflows, and improves support processes, requiring at least five years of software development, technical support, or QA experience.

## Job Description

## 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.

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