Senior Support Analyst

📋 Description

• Provide frontline support for private equity customers via phone, email, and video, with a
• Adhere to SLAs, conduct case reviews, and train customers on Carta platform usage
• Diagnose root causes, build lightweight tools/scripts to resolve recurring issues at scale
• Use AI-powered workflows to investigate, resolve, and communicate solutions
• Read logs and traces to troubleshoot technical issues beyond standard playbooks
• Reconcile cap tables and support equity projects like repricing and stock actions

🎯 Requirements

• 5+ years in software development, technical support, or QA
• Strong user empathy and B2B relationship management
• Proven experience with cap tables, equity administration, or related finance field
• Comfort with command-line interfaces and basic scripting
• Understanding of LLM capabilities and AI in daily work
• Experience with Excel formulas