Senior Support Analyst

The Problems You’ll Solve 

We're looking for someone who doesn't wait for a problem to be assigned to them — they spot it first, get curious about why it's happening, and are genuinely energized by figuring it out. If you’re proactive, analytical, and have a solid technical foundation, this is the right position for you. 

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.

This role will be responsible for adhering to Service Level Agreements, conducting case reviews and training sessions with customers, and proactively communicating cap table errors and cleanup needs. The Private Equity Analyst approaches issues like a support engineer — diagnosing root causes rather than surface symptoms, and building lightweight scripts or tools to resolve recurring problems at scale instead of fixing them one at a time. You maintain a distinguished level of technical knowledge and utilize this knowledge, alongside AI-powered workflows, to manage projects and carry them through to completion, assist in strategic decisions, and serve as a subject matter expert for others within the Support Team.

The Impact You’ll Have

Become a Subject Matter Expert and the go-to front-line problem-solver for our Private Equity customers.

• 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
• Context-switch comfortably between high-touch executive guidance and hands-on assistance (e.g., login issues) with a consistent white-glove service mentality
• 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
• Bring a proactive, creative mindset to problem-solving — you don't just apply the existing playbook, you look for a better way when one doesn't exist
• 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

About You

• Strong user empathy and expertise in the full lifecycle of a support case
• Strong Background in B2B relationship management 
•  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

 Competencies: (Required within 6 months)

• Subject Matter Expertise in Carta products - Primarily Cap Table 
• Ability to create and follow Standard Operating Procedures
• 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
• Comfort with command-line interfaces and basic scripting
• Understanding of LLM capabilities and how to apply them to daily work
• Understanding of basic excel formulas

Nice-to-Haves

• 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