Platform Support, Level II - Analyst ​/ Associate

About the Role

iCapital’s Platform Technology Support team provides technical support to its rapidly growing client base of financial advisors and individual investors, as part of the company’s mission to create a best-class user experience. This is a great opportunity for someone with a strong client orientation and technical skillset, who is interested in working in a fast-paced, collaborative, and entrepreneurial environment.

This position will be on our platform support level II team responsible for researching, collaborating and solving technical issues as it relates to iCapital’s integrated platform. The ideal candidate will embrace a collaborative and multi-disciplinary team in a fast-paced and entrepreneurial environment.

• Responding in a timely manner to client inbound support requests and maintaining updates during troubleshooting.
• Engaging in the initial triage of support requests and either resolving or escalating to the appropriate secondary support team.
• Maintain accurate recording of troubleshooting steps and documenting knowledge-base articles in the CRM.
• Communicating with client sales teams on new technical issues and explaining resolutions.
• Utilizing a variety of technical tools for troubleshooting for API, database, and data retrieval.
• Helping the support team streamline processes or developing new methods for issue tracking.
• Taking the 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.

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 2 + 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.
• Ability to work in a fast-paced, dynamic environment.
• Ability to prioritize assignments with excellent time management skills
• 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.
• Ability to troubleshoot and resolve issues related to database connectivity, API integration, and data retrieval.
• 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 highly desirable.
• Technical experience and comfortable 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.
• Familiarity with alternative investments and financial technology is strongly preferred

The base salary range for this role is $60,000 to $85,000. iCapital offers a compensation package which includes salary, equity for all full-time employees, and an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and unlimited paid time off (PTO).

We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.

iCapital is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.