Technical Support Analyst

Job description

**InvestorFlow** is the only company of its kind to deliver industry specialized CRM, built on Salesforce, and digital portals to help alternative asset firms find opportunities, create and manage relationships, and turn relationship insights into action with increased productivity and transparency. InvestorFlow is the only company of its kind to deliver industry specialized CRM, built on Salesforce, and digital portals to help alternative asset firms find opportunities, create and manage relationships, and turn relationship insights into action with increased productivity and transparency. We are looking for technically curious, problem-solving individuals to join our Client Support organization through the PATH (Professional Advancement Talent Hub) program. PATH is InvestorFlow's dedicated pipeline for launching high-potential talent into impactful roles. Participants begin with structured training and mentorship, then transition into the full-time Technical Support Analyst role. Our ideal candidate has real technical exposure — whether through coursework, prior roles, or self-directed learning — and is excited to apply that foundation in a client-facing environment. ### You will - Participate in structured onboarding to build deep product, process, and technical knowledge across InvestorFlow's platform. - Shadow senior team members and engage in guided practice resolving Tier 1 support cases, with increasing autonomy over time. - Contribute to documentation, internal testing, and knowledge base content creation. - Receive mentorship on client interaction best practices, structured troubleshooting workflows, and internal tooling. - Demonstrate growing independence and ownership in resolving real client inquiries before transitioning into the full role. - Serve as a primary technical support contact, resolving client issues and inquiries across email, phone, and chat channels. - Log, triage, and resolve incidents in adherence to SLA requirements and internal processes, escalating appropriately when needed. - Investigate and troubleshoot technical issues within Salesforce-based & .Net applications, integrations, and client data workflows. - Create and maintain knowledge base articles, troubleshooting guides, and internal documentation. - Identify recurring client issues, analyze patterns, and recommend proactive measures to reduce escalations. - Collaborate with QA, Product, Customer Success, and Engineering to ensure a seamless client experience and drive issue resolution. - Communicate technical findings clearly to both technical and non-technical audiences. - Contribute to a culture of continuous learning, documentation, and knowledge sharing across the support team ### You have - Hands-on familiarity with at least one programming or scripting language — Python, JavaScript, C#, Java, SQL, or similar. You don't need to be a developer, but you need to have written real code. - Bachelor's degree in Computer Science, Information Systems, Engineering, or a related technical field — or equivalent practical experience that demonstrates a solid technical foundation. - Strong English communication skills, both written and verbal — you will be working directly with clients and internal teams in English daily. - Professional, confident communication style with a customer-first orientation and the ability to explain technical concepts clearly to non-technical audiences. - Comfort working in web-based platforms, navigating complex systems, and analyzing data to isolate root causes. - Strong troubleshooting mindset: you approach problems methodically, document your steps, and follow through to resolution. - Ability to manage multiple open issues simultaneously in a fast-paced environment without losing attention to detail. - Collaborative, team-oriented attitude with a desire to grow and take on increasing responsibility over time. - Advanced Excel skills (pivot tables, formulas, data manipulation) are a plus.