Product Support Specialist

State Street•Burlington, MA

1d•$70,000 - $118,750

About The Position

Provide functional application technical support to Charles River Development (CRD) customers in the Fixed Income and Derivatives space. The role serves as a central support representative, working with Product and Engineering to translate client needs into actionable feedback and solutions. It involves diagnosing and resolving technical issues, answering inquiries, and providing user guidance and training. The specialist investigates complex technical problems, including third-party integrations, and develops and tests effective workarounds. They deliver professional, high-quality client support, including for sensitive or high-impact issues; follow established support procedures while contributing to process improvement; and maintain accurate records of client interactions and issue resolutions. The role may also support special projects and other duties that advance team and organizational 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, 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 effectively.
Strong analytical and problem-solving skills, high 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 approach, 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 translate 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 support team and organizational objectives.

Benefits

Retirement savings plan (401(k)) 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 an Employee Assistance Program.
Incentive compensation, including eligibility for annual performance-based awards, with 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.