Tier 1 Production Support Analyst - Analyst

About the Role

iCapital is looking to hire a Production Support Analyst (PSA) to provide front-line technical support for iCapital's annuities eApplication platform, ensuring timely resolution of client inquiries and system-related issues.

This role serves as a critical point of contact for clients, delivering exceptional service while troubleshooting technical challenges, escalating critical incidents, and collaborating across teams to maintain platform performance. The PSA plays a key role in driving client satisfaction, improving operational efficiency, and contributing to continuous process enhancements through knowledge sharing and workflow development.

This position supports clients during the 8:00 AM to 5:00 PM EST shift and operates under general supervision within a collaborative, fast-paced environment.

Responsibilities

• Collaborate with Production Support team members to maintain active engagement during working hours and share workload responsibilities equitably.
• Respond to client inquiries and support requests with urgency, professionalism, and a focus on timely resolution.
• Identify critical issues and coordinate with cross-functional iCapital teams to drive prompt escalation and resolution.
• Maintain or exceed established response-time compliance standards and service level expectations.
• Deliver high-quality client experience to maintain or exceed customer satisfaction targets.
• Develop and contribute to standardized workflows, best practices, and process improvement initiatives.
• Perform technical support and ticket resolution activities under general supervision while demonstrating sound judgment and accountability.

Qualifications

• 1-3 years' experience in technology industry
• Experience providing direct end user support for software (either custom built software or SAAS model platform)
• Experience with online ticketing system and support; experience with Jira is a plus
• Experience creating user documentation; experience with Jira Confluence and SharePoint is a plus
• Experience in insurance industry is a plus

Benefits

The base salary range for this role is $60,000 to $75,000. This position is paid on an hourly basis and is classified as non-exempt. Employees in this role are eligible for overtime pay in accordance with applicable law. iCapital offers a compensation package that includes 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 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.
• This position is based in the Colorado Springs area.