Platform Support Analyst, iCapital
$70-75k
+ Equity for all full-time employees and an annual performance bonus
More information about location
4+ days a week in office
Fintech platform for alternative investments
Be an early applicant
Fintech platform for alternative investments
1001+ employees
Be an early applicant
$70-75k
+ Equity for all full-time employees and an annual performance bonus
More information about location
4+ days a week in office
1001+ employees
Company mission
To power the world’s alternative investment marketplace.
Role
Who you are
- This individual will have a strong client orientation and technical skillset, who is interested in working in a fast-paced, collaborative, and entrepreneurial environment
- The ideal candidate will thrive in a collaborative, multi-disciplinary team environment across multiple locations, working in a fast-paced and entrepreneurial setting
- 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
- 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
- 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
- Familiar with alternative investments and financial technology is strongly preferred
What the job involves
- ICapital is looking to hire an Analyst to join its Platform Technology Support team
- The team provides technical support to its rapidly growing client base of financial advisors and individual investors, as part of the company’s mission to create a best-in-class user experience
- This position will be responsible for researching, collaborating, and solving technical issues as it relates to iCapital’s integrated platform
- 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
Our take
Alternative investing can yield huge profits, but it can often be inaccessible, even to enterprises. iCapital solves this problem by guiding large-scale businesses through the alternative investing process.
Since launching in 2013, iCapital has provided enterprises with an investing marketplace. Its focus has been on banking, wealth management, and asset management companies, and iCapital now serves clients such as JP Morgan, Evercore, and Rockefeller. As of February 2025, the company services nearly $500 billion in global client assets, clear evidence of industry confidence in the company.
iCapital's impact on the financial world is undeniable, forging strong and profitable partnerships with leading institutions like Morgan Stanley. With a proven track record, impressive funding and a rapidly growing platform, iCapital is poised for significant further expansion in the years to come.
Steph
Company Specialist at Welcome to the Jungle
Insights
42% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jul 2025
$820m
LATE VC
Dec 2021
$50m
LATE VC
Total funding: $1.5bn
Company benefits
- Employer-matched retirement plan;
- Generously subsidised health care with 100% employer-paid dental, vision, telemedicine, and virtual mental health counselling
- Generous unlimited paid-time off (PTO) and parental leave (benefits vary by country and not all benefits are offered in every location)
Company HQ
Murray Hill, New York, NY
Leadership
Lawrence Calcano
(CEO & Chairman)Previously worked as Director of Capitol Acquisition Corp., and served as Director of Vibrant Emotional Health for 10 years.
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