Platform Technology Support- Analyst

iCapital is looking to hire an Analyst to join its Platform Technology Support team, which provides technical support to a growing client base of financial advisors and individual investors. The role involves researching, collaborating, and solving technical issues related to iCapital’s integrated platform, while ensuring a best-in-class user experience. Responsibilities Respond in a timely manner to client inbound support requests and maintain updates during troubleshooting Engage in the initial triage of support requests and either resolve or escalate to the appropriate secondary Support team Maintain an accurate recording of troubleshooting steps and document knowledgebase articles in the CRM Communicate with Client Sales teams on new technical issues and explaining resolutions Utilize a variety of technical tools for troubleshooting for API, database, and data retrieval Help the support team streamline processes or develop new methods for issue tracking Take initiative on assigned support requests and collaborating with engineers from multiple teams to solve problems Educate internal departments regarding the best practices to resolve technical issues Participate in event driven initiatives related to the rollout of new system capabilities and functionality Synthesize customer feedback and collaborate with other departments to optimize the user experience Create documentation for new product solutions and enhancements to existing technology, as well as producing resources to enable staff to determine technical issues Skills Bachelor's degree in computer science, information technology, business administration or a related field 1-3 years of experience in technical support Strong technical background, with experience in troubleshooting and resolving technical issues Excellent communication skills, with the ability to communicate with technical and non-technical stakeholders Strong problem-solving skills, with the ability to think creatively and strategically Able to work in a fast-paced, dynamic environment Excellent time management skills and ability to prioritize tasks Proven ability to multi-task and work both independently and as a team player Experience working with APIs and databases, with a strong understanding of how to utilize them to resolve technical issues Technical experience and comfortable working with spreadsheets, business intelligence tools, and an understanding of databases Attention to detail with the ability to analyze and research systems to rectify issues and provide solutions Experience working with cloud-based technologies, such as AWS or Azure, is a plus Knowledge of security protocols and best practices for securing data and systems is a plus Familiar with alternative investments and financial technology is strongly preferred Benefits Equity for all full-time employees Annual performance bonus Employer matched retirement plan Generously subsidized healthcare with 100% employer paid dental Vision Telemedicine Virtual mental health counseling Parental leave Unlimited paid time off (PTO) Company Overview Innovating at the intersection of technology and investment opportunity, iCapital streamlines the integration of alternative investment strategies into client portfolios. It was founded in 2013, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship iCapital has a track record of offering H1B sponsorships, with 6 in 2022, 10 in 2021, 7 in 2020. Please note that this does not guarantee sponsorship for this specific role.