Technology Support Analyst III

“I can be myself at work.” You are more than a job title. We want you to feel comfortable doing great work and bringing your best, authentic self to everything you do. We value your talents, traditions, and uniqueness—and we’re committed to fostering a strong sense of belonging in a respectful workplace. We intentionally seek diverse perspectives, experiences, and backgrounds, investing in a culture designed to celebrate differences. We believe that belonging leads to better outcomes and a stronger community of associates united by our mission. At Capital, we live our core values every day: Integrity, Client Focus, Diverse Perspectives, Long-Term Thinking, and Community. “I can influence my income.” You want to feel recognized at work. Your performance will be reviewed annually, and your compensation will be designed to motivate and reward the value that you provide. You’ll receive a competitive salary, bonuses and benefits. Your company-funded retirement contribution will factor in salary and variable pay, including bonuses. “I can lead a full life.” You bring unique goals and interests to your job and your life. Whether you’re raising a family, you’re passionate about where you volunteer, or you want to explore different career paths, we’ll give you the resources that can set you up for success. • Enjoy generous time-away and health benefits from day one, with the opportunity for flexible work options • Receive 2-for-1 matching gifts for your charitable contributions and the opportunity to secure annual grants for the organizations you love • Access on-demand professional development resources that allow you to hone existing skills and learn new ones "I can succeed as a Technology Support Analyst III." Provides senior technical support for Capital Group's end-user technology, combining advanced troubleshooting, escalation support, proactive service improvement, major incident participation, and global partnership. Apply technical expertise, operational insights, automation, and approved advanced AI capabilities to resolve complex issues, improve service quality, support wider infrastructure activities where needed, and contribute to consistent global service delivery. Primary Responsibilities/Essential Functions: • Provides senior-level virtual and in-person technical support for Capital Group associates, clearly communicating complex issues and solutions while delivering exceptional user experience. • Serves as an escalation point for Level 1 and Level 2 support, solving complex hardware, software, connectivity, and service issues, including situations where established troubleshooting steps or knowledge articles do not yet exist. • Engages in Incident and Request processes at a senior level, reviews support queues, dashboards, alerts, and escalations, and help ensure timely resolution in accordance with differentiated service levels and established SLAs. • Actively participates in major incidents by contributing technical expertise to impact identification, triage, troubleshooting, escalation coordination, workaround validation, user communication support, and post-incident knowledge capture. • Maintains high-quality ticket documentation, including actions taken, solutions provided, knowledge references, and escalation details, and participates in ticket, call, and chat quality assurance processes to support process adherence and continuous improvement. • Creates and maintains technology SOPs, end-user knowledge, and technical knowledge base articles to support consistent service delivery and effective knowledge reuse. • Uses approved support tools, automation, dashboards, alerts, and advanced AI capabilities to improve support effectiveness, accelerate issue analysis, strengthen knowledge content, and support consistent associate communications while following applicable data handling, security, and compliance requirements. • Acts as a backup and extension point for wider infrastructure activities where local or regional technical coverage is required, collaborating across global infrastructure, engineering, product, operations, Technology Support Services, local technical partners, and other partner teams to support implementation, troubleshooting, validation, service continuity, and alignment to global standards within defined process and escalation boundaries. • Builds and maintains effective global partnerships by sharing local insights, raising regional service considerations, contributing to global process improvements, and supporting consistent adoption of globally aligned support practices, tools, knowledge, and service expectations. • Participates in and may lead simple to medium-complexity projects, team meetings, training, and improvement activities; shares knowledge, provides recommendations, and performs additional responsibilities as assigned. Additional Advanced Tech Support (Tier 3) Responsibilities: • Acts as the primary point of escalation within Technology Support Services, providing guidance and advanced troubleshooting for the most complex hardware, software, and connectivity issues that do not have established troubleshooting techniques or knowledge base articles. • Participate in the problem process through resolution by identifying recurring technical issues from escalations, Incident and Request reviews, dashboards, and support trends. Conducts or contributes to technical investigations, supports root cause analysis, and works with Level 4 teams, engineering, product owners, and vendors to coordinate resolution, improve integrated support, and enhance the end user experience. • Assist in establishing end user hardware and performance baselines, developing dashboards, and alerting based on the established baselines to ensure deviations are quickly recognized and responded to. • Assists level 4 team members in building automation that proactively resolves common users • Identifies knowledge gaps from escalations, recurring issues, r…