Production Support Analyst, SaaS Platform (Hybrid)

iCapital Network, Inc.; Colorado Springs (CO); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Equity for all full-time employees

Annual performance bonus

Employer-paid dental, vision, telemed,

Employer-matched retirement plan

Parental leave

Paid time off (PTO)

Job summary

iCapital Network, Inc. is seeking a Production Support Analyst to provide front-line technical support for the annuities eApplication platform in a fast-paced, client-focused environment.

The role supports clients during 8:00 AM to 5:00 PM EST and requires collaboration across teams to ensure timely resolution, high client satisfaction, and continuous process improvements. Colorado Springs-based with hybrid work options.

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; Jira is a plus.
• Experience creating user documentation; Jira Confluence and SharePoint are a plus.
• Experience in insurance industry is a plus.

Responsibilities

• Collaborate with Production Support team members to maintain active engagement during working hours and share workload responsibilities.
• 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.

Skills

End-user support

Customer service

Communication

Tools

Jira

Jira Confluence

SharePoint

Job description

iCapital Network, Inc. is seeking a Production Support Analyst to provide front-line technical support for the annuities eApplication platform in a fast-paced, client-focused environment.

The role supports clients during 8:00 AM to 5:00 PM EST and requires collaboration across teams to ensure timely resolution, high client satisfaction, and continuous process improvements. Colorado Springs-based with hybrid work options.