Senior Client Support Analyst

About the role

Product Support team at InvestCloud ensures the stability and performance of its cloud‑based wealth technology platform. The Senior Client Support Analyst diagnoses and resolves client‑reported software, hardware, and network issues, leads escalations, mentors junior staff, and drives continuous improvement through knowledge‑base utilization. Bengaluru, Karnataka, India, on‑site role with a focus on security practices and data segregation.

What you’ll do

• Diagnose and resolve client‑reported software, hardware, and network problems
• Own issues from investigation through resolution and escalation
• Mentor junior staff on standardized IT processes
• Ensure timely resolution of escalated issues
• Maintain daily scheduled activities with high accuracy
• Conduct readiness assessments for changes
• Leverage knowledge base and postmortems for platform improvement
• Facilitate business needs and priority identification

What you’ll bring

• Bachelors degree in Computer Information Systems or related field (preferred)
• 2+ years application support experience
• Advanced troubleshooting skills
• Experience with ticketing platforms
• 1+ year experience with Splunk
• 1+ year experience with infrastructure monitoring tools
• UNIX command proficiency
• Strong customer service focus

Skills