Product Support Analyst

Validate daily application readiness by 7:00 AM ET; coordinate remediation before market open.

Tune monitoring alerts (adds/removals/adjustments) to reduce noise and improve signal.

Partner with Client Services on escalations; assist peers via team chat and ad hoc coaching.

Contribute to service bridge execution; complete incident forms and document actions/next steps.

Support knowledge assessments, skills development plans, and bi-weekly cross-functional training.

SLA performance: on-time resolution; minimal aged tickets.

Queue health: low reopen rate; accurate categorization; clear next steps.

Client satisfaction: positive feedback; reduced escalations.

MTTR/MTTA: faster response and resolution for priority issues.

Documentation freshness: current SOPs, playbooks, and Knowledge articles.

Junior (Associate) * Executes SOPs; resolves standard tickets; escalates appropriately; maintains documentation.

Mid-Senior (Senior Associate) * Owns complex tickets; leads small bridges; improves SOPs/KBs; tunes alerts; mentors peers; partners with Client Services on escalations.

Headquartered in Los Angeles with a global presence, InvestCloud develops first-class, digital financial solutions, pre-integrated into the cloud. By empowering investors and managers with a single version of the integrated truth through its unique digital platform, InvestCloud creates beautifully designed client experiences and intuitive operations solutions using an ever-expanding library of digital modular apps. The result? Powerful products for individual investors and institutions alike, assembled on-demand to meet clients’ specific needs.

InvestCloud is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.