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 maintaining a strong client orientation.
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
iCapital is a fintech platform for alternative investments and investors. It was founded in 2013, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is https://icapital.com.Company H1B Sponsorship
iCapital has a track record of offering H1B sponsorships, with 7 in 2026, 33 in 2025, 20 in 2024, 27 in 2023, 11 in 2022. Please note that this does not guarantee sponsorship for this specific role.