Product Support Specialist
State Street•Burlington, MA
•$90,000 - $157,500•Onsite
About The Position
The team you will be joining is a part of Charles River Development (or CRD), that became a part of State Street in 2018. CRD helps create enterprise investment management software solutions for large institutions in the areas of institutional investment, wealth management and hedge funds. Together we have created the first open front-to-back platform - State Street Alpha, that was launched in 2019.
Requirements
- Bachelor's degree in a technical discipline (Finance, Economics, FinTech, Computer Science, or a related field)
- 4+ years of experience in financial technology, including trading support, middle- and back-office operations, fund accounting, technical consulting, OMS/EMS support, or front-office trading.
- Familiarity with Charles River IMS or similar OMS/EMS platforms.
- Excellent communication and interpersonal skills, with the ability to confidently engage senior stakeholders, facilitate working sessions, and gather requirements effectively.
- Strong knowledge of financial instruments (fixed income, derivatives, and equities), along with a solid understanding of the trade lifecycle.
- Strong analytical and problem-solving skills, with a high level of attention to detail and demonstrated experience in process analysis and project management.
- Proven ability to prioritize, manage multiple tasks, and operate effectively in a fast-paced, client-driven environment.
- Team-oriented and customer-focused, with a strong commitment to delivering high-quality outcomes.
- Basic working knowledge of SQL.
Nice To Haves
- advanced degree (MBA or Master's) preferred
- SIE, CFA, or FRM certifications are highly desirable
Responsibilities
- Provide technical support by diagnosing issues, resolving inquiries, and delivering user guidance and training.
- Investigate complex technical problems, including third-party integrations, and develop and test effective workarounds.
- Function as a support representative for fixed income, derivative, and equity-related financial instrument workflows for institutional and wealth management clients.
- Deliver high-quality client support, including managing sensitive or high-impact issues with professionalism.
- Adhere to established support procedures while contributing to continuous process improvement.
- Maintain accurate documentation of client interactions and issue resolutions.
- Foster team development by mentoring new hires, sharing subject matter expertise, and supporting knowledge transfer across the organization.
- Serve as a liaison between clients, Product Management, and Engineering teams by providing client feedback, identifying product defects, validating solutions, and contributing to the prioritization of system enhancements.
- Lead or 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 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
- eligibility for certain tax advantaged savings plans
- inclusive development opportunities
- flexible work-life support
- paid volunteer days
- vibrant employee networks
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
