Senior Support Analyst

Senior Support AnalystSandy, UTThe Company You'll JoinCarta is the connected platform and AI-native ecosystem for private capital. Built to replace fragmented tools with a single system of record, Carta brings together the software, services, and legal infrastructure that founders use to manage equity, fund managers use to run administration and reporting, and legal teams use to close transactions. Trusted by 55,000 companies and 1.8M+ equity holders in 160+ countries, and 10,000 funds and SPVs representing $250B+ in assets under management, Carta is transforming how private capital operates. Recognized by Fortune, Forbes, Fast Company, Inc. and Great Places to Work.The Problems You'll SolveWe're looking for someone who doesn't wait for a problem to be assigned to them — they spot it first, get curious about why it's happening, and are genuinely energized by figuring it out. If you're proactive, analytical, and have a solid technical foundation, this is the right position for you.The Private Equity Support Analyst is responsible for providing best-in-class customer service for a portfolio of private equity backed companies and top PE firms. They will be responsible for the daily support of helping our clients navigate the Carta platform and assist them with all their equity compensation needs, using AI tools as a core part of how they investigate, resolve, and communicate solutions.This role will be responsible for adhering to Service Level Agreements, conducting case reviews and training sessions with customers, and proactively communicating cap table errors and cleanup needs. The Private Equity Analyst approaches issues like a support engineer — diagnosing root causes rather than surface symptoms, and building lightweight scripts or tools to resolve recurring problems at scale instead of fixing them one at a time. You maintain a distinguished level of technical knowledge and utilize this knowledge, alongside AI-powered workflows, to manage projects and carry them through to completion, assist in strategic decisions, and serve as a subject matter expert for others within the Support Team.The Impact You'll HaveBecome a Subject Matter Expert and the go-to front-line problem-solver for our Private Equity customers.Provide timely, accurate, empathetic support across phone, email, and zoom — clearly communicating with a wide range of user personas, particularly within the private equity industryRespond to support cases spanning a wide range of complexity surfaced from the cap table productIncorporate AI tools into daily workflows as a core way of working, not an add-onContext-switch comfortably between high-touch executive guidance and hands-on assistance (e.g., login issues) with a consistent white-glove service mentalityManage high-urgency cases with ownership; prioritize critically and adapt comfortably to an evolving company and product environmentOperate in ambiguity, making informed decisions in never-before-seen situationsBring 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 existRead logs, error traces, and system output to troubleshoot technical issues beyond the standard playbookRead between the lines of a user's question to identify their actual need and drive a speedy, satisfactory resolutionReconcile cap tables and take on other equity projects such as repricing, stock splits, and share conversionsDrive improvements to support processes and product, partnering cross-functionally to close gaps and increase customer adoption and satisfactionAbout YouStrong user empathy and expertise in the full lifecycle of a support caseStrong background in B2B relationship management5+ years of experience in software development, technical support, or quality assuranceGenuinely excited by solving problems — you find unresolved issues energizing, not draining, and you look for creative ways to get to a solutionGenuine enjoyment of helping others learn new features and complex conceptsProven experience in building and maintaining relationships with customers and internal team membersStrong understanding of finance, private equity, venture capital, or related fieldExperience in troubleshooting and problem solvingProactive 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 settingDeep sense of ownership and excitement to help build a team from its foundationsDemonstrated ability to thrive in fast-paced, ambiguous environmentsCompetencies: (Required within 6 months)Subject Matter Expertise in Carta products - Primarily Cap TableAbility to create and follow Standard Operating ProceduresUnderstanding of strategic direction and goals for the overall Support organizationExcellent understanding of the Carta platform, user personas, and relationships among our customersStrong sense of problem ownership and ProactivenessComfort with command-line interfaces and basic scriptingUnderstanding of LLM capabilities and how to apply them to daily workUnderstanding of basic excel formulasNice-to-HavesECA/CEP certificationClaude 101 CertificationExperience assisting companies with their Cap table and Equity Plan administrationStrong understanding of Ai ToolsExperience troubleshooting SSO and authentication flowsDisclosures:We are an equal opportunity employer and are committed to providing a positive interview experience for every candidate. If accommodations due to a disability or medical condition are needed, please connect with the talent partner via email.Carta uses E-Verify in the United States for employment authorization. See the E-Verify and Department of Justice websites for more details.For information on our data privacy policies, see Privacy, CA Candidate Privacy, and Brazil Transparency Report.Please note that all official communications from us will come from an @carta.com or @carta-external.com domain. Report any contact from unapproved domains to View email address on click.appcast.io.