Senior Support Analyst

Carta
United States
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Customer empathy","Proactive problem-solving","Problem ownership","Cross-functional collaboration","Thrives in ambiguity"]

Provide best-in-class support for private equity customers using the Carta platform, diagnosing root causes and resolving recurring cap table issues at scale. Own support case handling and SLA adherence across phone, email, and Zoom, proactively flag cap table errors, and troubleshoot beyond standard playbooks by reading logs and system output. Use AI tools in daily workflows and serve as a subject matter expert for Cap Table and related equity projects.

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FursaFursa
Carta
Carta
3 days ago

Senior Support Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Provide best-in-class support for private equity customers using the Carta platform, diagnosing root causes and resolving recurring cap table issues at scale. Own support case handling and SLA adherence across phone, email, and Zoom, proactively flag cap table errors, and troubleshoot beyond standard playbooks by reading logs and system output. Use AI tools in daily workflows and serve as a subject matter expert for Cap Table and related equity projects.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Provide front-line, timely, accurate, empathetic support for private equity customers across phone, email, and Zoom.
  • •Investigate and resolve support cases by diagnosing root causes and building lightweight scripts/tools for recurring issues.
  • •Adhere to Service Level Agreements and proactively communicate cap table errors and cleanup needs.
  • •Reconcile cap tables and support equity projects such as repricing, stock splits, and share conversions.
  • •Incorporate AI tools into daily workflows and drive improvements to support processes and product by partnering cross-functionally.

Key Requirements

  • •5+ years of experience in software development, technical support, or quality assurance.
  • •Strong empathy and expertise in the full lifecycle of a support case.
  • •Strong understanding of finance, private equity, venture capital, or related fields, including cap table expertise.
  • •Comfort with command-line interfaces and basic scripting, plus experience troubleshooting and problem solving.
  • •Within 6 months: develop subject matter expertise in Carta products (primarily Cap Table) and create/follow Standard Operating Procedures.
Experience:B2BPrivate equityVenture capital
Skills:Customer empathyProactive problem-solvingProblem ownershipCross-functional collaborationThrives in ambiguity
Certifications:ECA/CEPClaude 101
Tech Stack:AI toolsLLMCommand-line interfacesScriptingExcelSSOAuthentication flowsZoomCap table

Company Brief

Carta
Provides equity management, cap table software, and valuation services for private companies and investors. Carta streamlines ownership tracking, employee equity plans, and compliance for startups, venture-backed firms, and venture capital investors.
Industry: Fintech Infrastructure
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series G
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn