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Carta is seeking a Senior Support Analyst to provide best-in-class customer service for private equity-backed companies and top PE firms using the Carta platform. This role focuses on helping clients navigate the platform and manage equity compensation needs, with AI tools integrated as a core part of daily workflows.
You will be responsible for adhering to Service Level Agreements, conducting case reviews and training sessions, and proactively communicating cap table errors and cleanup needs. The role requires a support-engineer mindset—diagnosing root causes rather than surface symptoms, and building lightweight scripts or tools to resolve recurring problems at scale. You'll maintain distinguished technical knowledge and serve as a subject matter expert for the support team.
Key responsibilities include:
- Providing timely, accurate, empathetic support across phone, email, and Zoom to a wide range of user personas in private equity
- Responding to support cases spanning various complexity levels from the cap table product
- Incorporating AI tools into daily workflows as a core way of working
- Managing high-urgency cases with ownership and adapting to evolving company and product environments
- Reading logs, error traces, and system output to troubleshoot technical issues
- Reconciling cap tables and handling equity projects such as repricing, stock splits, and share conversions
- Driving improvements to support processes and partnering cross-functionally to increase customer adoption and satisfaction
Required qualifications include 5+ years of experience in software development, technical support, or quality assurance; strong understanding of finance, private equity, or venture capital; proven B2B relationship management experience; and demonstrated ability to thrive in fast-paced, ambiguous environments. You should be proactive, self-directed, genuinely excited by problem-solving, and possess deep ownership mentality.
