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# Tier 1 Production Support Analyst - Analyst

- **Company:** iCapital Network
- **Location:** Colorado Springs, CO, United States (Remote available)
- **Experience:** Starter
- **Salary:** $60,000.0 - $75,000.0
- **Contract:** Permanent contract
- **Skills:** Confluence, JIRA, Software as a Service, Issue Tracking Systems, Microsoft SharePoint
- **Published:** October 9, 2026
- **Apply:** https://startup.jobs/tier-1-production-support-analyst-analyst-icapital-network-10337596

## About the Role

* 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; experience with Jira is a plus
 * Experience creating user documentation; experience with Jira Confluence and SharePoint is a plus
 * Experience in insurance industry is a plus

## Description

iCapital is looking to hire a Production Support Analyst (PSA) to provide front-line technical support for iCapital's annuities eApplication platform, ensuring timely resolution of client inquiries and system-related issues. This role serves as a critical point of contact for clients, delivering exceptional service while troubleshooting technical challenges, escalating critical incidents, and collaborating across teams to maintain platform performance. The PSA plays a key role in driving client satisfaction, improving operational efficiency, and contributing to continuous process enhancements through knowledge sharing and workflow development. This position supports clients during the 8:00 AM to 5:00 PM EST shift and operates under general supervision within a collaborative, fast-paced environment., * Collaborate with Production Support team members to maintain active engagement during working hours and share workload responsibilities equitably.

 * 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.