Technical Support Analyst

Investorflow; San Francisco (CA); On-site; MXN 180,000 - 300,000; Full time

Job summary

InvestorFlow, a Salesforce-based CRM and deal engagement platform, seeks entrants for its PATH program to become a Technical Support Analyst. You will start with structured training and mentorship, then transition to full-time support work handling client inquiries across channels.

You will gain hands-on exposure to product, processes, and technical troubleshooting, with guidance from senior colleagues as you grow responsibility and ownership.

Qualifications

• Bachelor's degree in a technical field or equivalent practical experience.
• Hands-on coding experience in at least one language.
• Strong English communication skills.

Responsibilities

• Participate in onboarding to build product, process, and technical knowledge.
• Shadow seniors and resolve Tier 1 support cases with increasing autonomy.
• Contribute to documentation, testing, and knowledge base content creation.
• Receive mentorship on client interaction, troubleshooting workflows, and tooling.
• Demonstrate growing independence and ownership in client inquiries.
• Serve as primary technical support contact via email, phone, and chat.
• Log, triage, and resolve incidents following SLA and internal processes.
• Investigate issues within Salesforce-based & .Net apps and data workflows.
• Create and maintain knowledge base articles and guides.
• Identify recurring issues and propose proactive measures to reduce escalations.
• Collaborate with QA, Product, Customer Success, and Engineering teams.
• Communicate technical findings clearly to diverse audiences.
• Foster a culture of continuous learning and knowledge sharing.

Skills

Python

JavaScript

C#

Java

SQL

Education

Bachelor's degree in Computer Science / Information Systems / Engineering

Tools

Excel

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.

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 San Francisco, California, we are committed to driving innovation and inclusivity in the financial industry. To learn more about our company, please visit www.investorflow.com.