Senior Support Analyst
Carta provides an intelligent platform for private capital operations, connecting data, workflows, and people. Its products support equity management, fund administration, portfolio analytics, compliance, tax, and related services for companies, funds, investors, and legal teams.
About Carta
Carta operates a platform for private capital that helps companies, private equity and venture capital firms, limited partners, and other financial organizations manage portfolios, move money, and model investment scenarios. Its offerings include equity and cap table management, valuations, compensation, liquidity, fund administration, fund tax, SPVs, deal CRM, portfolio valuations, loan operations, LP analytics, compliance, contracts, and attorney-led legal services. Carta combines software, AI capabilities, and expert human services for private capital workflows.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will provide high-quality support to private equity customers across phone email and Zoom. You will investigate complex cap table and platform issues using logs error traces AI tools and basic scripting. You will manage urgent cases reconcile cap tables support equity projects guide customers through features and drive process and product improvements.
Requirements
- 5+ years of experience in software development technical support or quality assurance
- Experience with B2B relationship management
- Strong understanding of finance private equity venture capital or a related field
- Experience troubleshooting and problem solving
- Experience building and maintaining customer and internal relationships
- Comfort with command-line interfaces and basic scripting
- Understanding of LLM capabilities and daily applications
- Understanding of basic Excel formulas
- Ability to create and follow standard operating procedures
- ECA or CEP certification is a nice-to-have
- Claude 101 certification is a nice-to-have
- Experience with cap table and equity plan administration is a nice-to-have
- Experience troubleshooting SSO and authentication flows is a nice-to-have
Responsibilities
- Provide timely and empathetic support across phone email and Zoom
- Resolve support cases involving the cap table product
- Incorporate AI tools into daily workflows
- Manage urgent cases and prioritize effectively
- Troubleshoot technical issues using logs error traces and system output
- Reconcile cap tables and support repricing stock splits and share conversions
- Conduct case reviews and customer training sessions
- Communicate cap table errors and cleanup needs proactively
- Improve support processes and products cross-functionally