Product Support Specialist, AVP

State Street•Burlington, MA

12d•$90,000 - $157,500

About The Position

Provide functional application technical support to Charles River Development (CRD) customers in the Fixed Income and Derivatives space. CRD, part of State Street since 2018, develops enterprise investment management software for large institutions in institutional investment, wealth management, and hedge funds. Its State Street Alpha platform is an open front-to-back investment management platform. The role serves as a central support representative for Fixed Income and Derivatives, collaborating with Product and Engineering to translate client needs into actionable feedback and solutions. It involves diagnosing and resolving technical issues, providing user guidance and training, investigating complex problems—including third-party integrations—and developing and testing workarounds. The specialist delivers professional support for sensitive or high-impact issues, follows established support procedures while contributing to process improvements, documents client interactions and resolutions, and supports special projects and other team objectives.

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, and an understanding of the Trade Life Cycle.
Excellent communication and interpersonal skills, including the ability to engage senior stakeholders, facilitate working sessions, and gather requirements.
Strong analytical and problem-solving skills, attention to detail, and demonstrated experience in process analysis.
Ability to prioritize, manage multiple tasks, and work effectively in a fast-paced, client-driven environment.
Team-oriented and customer-focused, with commitment to high-quality outcomes.
7–10 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, such as an 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 professionally manage sensitive or high-impact issues.
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 support team and organizational objectives.

Benefits

Retirement savings plan (401K) with company match.
Insurance coverage including basic life, medical, dental, vision, long-term disability, and 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, 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.
Employee networks.