Technical Support Analyst

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.

As a Technical Support Analyst I, you will be a frontline technical support contact, assisting clients with diagnosing and resolving product-related issues within the Pulse, Portfolio, and Pipe product lines. This entry-level role focuses on client service, troubleshooting, and documentation, while collaborating with internal teams to ensure a smooth and professional client experience.

You will support clients across various channels (telephone, email, chat, and ticketing systems), ensuring timely and accurate responses and escalation where needed.

You Will:

Provide first-line technical support to clients, responding to questions or issues across support channels

Log and document all client interactions, troubleshooting steps, and resolutions using internal ticketing systems

Analyze reported issues, reproduce errors when possible, and escalate complex problems to senior team members

Reference and contribute to internal knowledge bases and support documentation

Collaborate with internal teams (QA, Product Management, Client Success, Engineering) to support accurate issue handling and knowledge transfer

Guide clients on best practices and standard usage of the platform, contributing to improved adoption and satisfaction

Assist with system monitoring and reporting as part of issue identification and prevention

Triage, troubleshoot, and resolve standard client issues (login issues, data discrepancies, UI-related bugs, etc.)

Follow escalation protocols for unresolved or Severity 1 issues

Maintain accurate ticket records and documentation for internal visibility and hand-offs

Update or draft knowledge base articles based on recurring issues or product updates

Attend team meetings, training sessions, and product briefings to build and maintain system expertise

You have:

Salesforce Administrator Certification

1–2 years of experience in a client-facing technical support, helpdesk, or SaaS operations role

Strong verbal and written communication skills with a client-first mindset

Attention to detail and a logical, structured approach to troubleshooting

Ability to explain technical information clearly to non-technical users

Familiarity with basic SaaS concepts, cloud platforms, and CRM systems

Proficiency in Excel (e.g., pivot tables, macros, formulas)

Exposure to ticketing systems (e.g., Zendesk, Jira) or CRM platforms (e.g., Salesforce)

Experience working with APIs, integrations, or basic log analysis

Understanding of or interest in tools like SQL, JSON, or data manipulation techniques

Familiarity with property management systems (Yardi, MRI, Qube, etc.) is a plus

Curiosity, technical aptitude, and eagerness to grow within a collaborative support environment

Additional Information

InvestorFlow is an investor and deal engagement platform that prioritizes intelligent digital experiences, productivity, and engagement. Our cloud-native platform integrates deal flow management, fundraising, reporting, and investor services. We are proud to serve over 175 clients, including 25 of the top 50 alternative asset managers, managing more than $6 trillion in assets, 750 funds, and 90,000 LPs. Headquartered in Menlo Park, California, we are committed to driving innovation and inclusivity in the financial industry. To learn more about our company, please visit www.investorflow.com.

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