Product Support Specialist

State Street•Burlington, MA

2d•$70,000 - $118,750

About The Position

The Product Support Specialist provides functional application technical support to Charles River Development (CRD) customers in the Fixed Income and Derivatives space. The role acts as a central support representative, collaborating with Product and Engineering to translate client needs into actionable feedback and solutions. It includes diagnosing and resolving technical issues, handling client inquiries, guiding and training users, investigating complex problems and third-party integrations, and developing and testing workarounds. The specialist delivers professional, high-quality support, follows established procedures while helping improve processes, and maintains accurate records of client interactions and issue resolutions. The role may also support special projects and other team or organizational needs. Charles River Development became part of State Street in 2018. CRD provides enterprise investment management software solutions for institutional investment, wealth management, and hedge funds, including State Street Alpha, an open front-to-back platform launched in 2019.

Requirements

Bachelor’s degree in a technical discipline such as Finance, Economics, Financial Engineering, Fintech, or a related field.
Medium to advanced knowledge of fixed income instruments and derivative products, along with an understanding of the Trade Life Cycle.
Excellent communication and interpersonal skills, including the ability to engage senior stakeholders confidently, facilitate working sessions, and gather requirements.
Strong analytical and problem-solving skills, attention to detail, and demonstrated experience in process analysis.
Ability to prioritize and manage multiple tasks in a fast-paced, client-driven environment.
Team-oriented and customer-focused, with a strong commitment to high-quality outcomes.
0–5 years of experience in financial technology, including trading support, middle/back-office operations, fund accounting, or front-office trading, with exposure to Charles River IMS or similar OMS/EMS platforms.
Basic working knowledge of SQL.

Nice To Haves

An advanced degree (MBA or Master’s).
SIE or CFA Foundations certification.

Responsibilities

Serve as a central support representative for Fixed Income and Derivatives, collaborating with Product and Engineering to turn client needs into actionable feedback and solutions.
Diagnose technical issues, resolve inquiries, and provide user guidance and training.
Investigate complex technical problems, including third-party integrations, and develop and test effective workarounds.
Deliver high-quality client support and manage sensitive or high-impact issues professionally.
Follow established support procedures and contribute to continuous process improvement.
Maintain accurate documentation of client interactions and issue resolutions.
Support special projects and additional duties as needed to meet team and organizational objectives.

Benefits

401(k) retirement savings plan with company match.
Insurance coverage including basic life, medical, dental, vision, and long-term disability, with other optional additional coverages.
Paid time off, including vacation, sick leave, short-term disability, and family care responsibilities.
Access to an Employee Assistance Program.
Incentive compensation, including eligibility for annual performance-based awards, except 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.
Employee networks.