Platform Technology Support - Analyst / Associate

About the Role

iCapital is seeking a motivated and client focused Analyst or Associate to join the Platform Technology Support team. This role will support the onboarding, entitlement management, and day-to-day service operations of iCapital’s rapidly growing digital, integrated platform. This individual will partner with both external users and internal stakeholders to resolve technical inquiries, maintain a seamless platform experience, and ensure the successful delivery of platform solutions across the white label ecosystem.

Responsibilities

• Execute end-to-end technical and operational deliverables on recurring platform engagements, ensuring consistent, high-quality service.
• Manage daily workflows with a strong client first mindset while maintaining platform stability and user satisfaction.
• Partner closely with Product Managers, Relationship Managers, and Implementation teams to deliver a best-in-class platform experience.
• Ensure external user access aligns with client expectations and support onboarding to tailored white label platform solutions.
• Facilitate internal user entitlement management across iCapital’s suite of proprietary systems.
• Respond to technical inquiries from internal and external users via the ticketing system across iCapital’s digital ecosystem.
• Troubleshoot moderate to complex technical issues; escalate and collaborate with product specialists as needed for timely resolution.
• Document processes, recurring technical issues, and best practices to support new product solutions and operational improvements.
• Synthesize customer feedback and partner with cross functional teams to help enhance iCapital’s digital offerings.
• Participate in or lead customer demonstrations as new features or solutions are introduced.
• Maintain and update team documentation, including process guides and operational materials.

Qualifications

• 1-5+ years of experience in client technical support, data operations, or a programming environment within a fast‑paced or agile organization
• Bachelor’s degree is required
• Strong communication skills and comfort interacting with external partners and internal business stakeholders
• Able to prioritize effectively with excellent time‑management skills
• Demonstrated ability to work independently as well as collaboratively within a team
• Experience analyzing complex technical problems and translating them into clear, actionable steps
• Strong attention to detail with the ability to research systems, identify issues, and recommend solutions
• Experience with data integrations is a plus
• Familiar with alternative investments or financial technology (FinTech) is preferred

Benefits

The base salary range for this role is $60,000 to $85,000.  iCapital offers a compensation package which includes salary, equity for all full-time employees, and an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and unlimited paid time off (PTO).

We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday. 

For additional information on iCapital, please visit https://www.icapitalnetwork.com/about-us  Twitter: @icapitalnetwork | LinkedIn: https://www.linkedin.com/company/icapital-network-inc | Awards Disclaimer: https://www.icapitalnetwork.com/about-us/recognition/

iCapital is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.