# Senior Support Analyst

**Company**: Carta
**Location**: Sandy, UT
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/carta/jobs/7918458003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_477ece99-bf2

## Description

## The Role

We're looking for a Senior Support Analyst to join our Customer Support team. As a Senior Support Analyst, you will provide best-in-class customer service for a portfolio of private equity backed companies and top PE firms.

## Responsibilities

- 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

## Requirements

- 5+ years of experience in software development, technical support, or quality assurance

- Strong user empathy and expertise in the full lifecycle of a support case

- Strong Background in B2B relationship management

- 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

## 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

## Skills

### Required
- AI tools
- B2B relationship management
- troubleshooting
- problem-solving
- technical support
- software development
- quality assurance
- finance
- private equity
- venture capital

### Nice to have
- ECA/CEP certification
- Claude 101 Certification
- Cap table and Equity Plan administration
- SSO and authentication flows

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/carta/jobs/7918458003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)