Application, Infrastructure and Service Management

State Street•Burlington, MA

5d•$90,000 - $157,500•Hybrid

About The Position

We are looking for an individual to respond to requests for technical assistance via Teams and Email. There may be minimal travel involved. The role involves diagnosing software issues and recommending appropriate solutions, analyzing problems, answering questions, and providing training as needed. This position requires close collaboration with engineering/QA teams, identifying and testing workarounds for software deficiencies, and researching issues with third-party software. The successful candidate will follow a standard set of procedures and methods when responding to customer requests or inquiries and contribute to the continuous enhancement and improvement of support processes and methods. A key aspect of this role is successfully handling "sensitive" issue-related situations that affect the perception of how CRD resolves customer problems. This includes conducting research on questions and issues using available information resources and other product specialists, managing special projects as needed, and keeping a detailed log of all customer interactions while preparing resolution reports for issues reported by the customer. Any other tasks as assigned will also be part of the responsibilities. We value eagerness in learning new skills and technology.

Requirements

Experience with one or more structured programming languages.
Experience with development tools.
Strong hands-on SQL experience, and the fundamentals of relational database theory.
Demonstrate history of solving complex technical problems and keen eye for details and strong analytical mindset.
A BS degree in a technical discipline such as Computer Science, Engineering, Mathematics or a BA in Finance or Business with an IT concentration.

Nice To Haves

Understanding of the Trading Life Cycle is a plus and System Development Life Cycle.
Management level thinking, demonstrate perceptive skills of situations, can see the larger picture of issues.

Responsibilities

Respond to requests for technical assistance via Teams, Email.
Diagnose software issues and recommend the appropriate solution.
Analyze problems, answer questions, and provide training as needed.
Work closely with engineering/QA teams.
Identify and test workarounds for deficiencies in the software.
Research issues with third party software.
Follow standard set of procedures and methods when responding to customer requests or inquiries.
Contribute to the continuous enhancement and improvement of support processes and methods.
Successfully handle “sensitive” issue related situations that affect the perception of how CRD resolves customer problems.
Conduct research on questions and issues using available information resources and other product specialists.
Manage special projects as needed.
Keep detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.
Complete any other tasks as assigned.
Deliver escalation services for the most complex/problematic CRIMS technical, functional, and operational issues.
Provide deep CRIMS, domain and/or infrastructure experience coupled with advanced diagnostic and troubleshooting abilities.
Handle the most “sensitive” issues related situations that affect the perception of how CRD resolves customer problems.
Meet with CRD Product Engineering to provide feedback on significant operational and support issues and prioritize NFRs into Product/Eng.
Act as the entry point for new product introduction to the SaaS infrastructure and provide feedback to possible deployment and operational issues.
Package issues, work to date and associated information for efficient escalation to Engineering, Product Management, or both.
Put together an Environment sizing and configuration document to use as guideline to perform Environment reviews for all customers migrating to Azure either from RAX or ON-Prem.
Heavy involvement during the Application monitoring tool assessment process and the current Observability efforts.

Benefits

our retirement savings plan (401K) with company match
insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages
paid-time off including vacation, sick leave, short term disability, and family care responsibilities
access to our Employee Assistance Program
incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans)
eligibility for certain tax advantaged savings plans
inclusive development opportunities
flexible work-life support
paid volunteer days
vibrant employee networks