Associate Trading Systems Support Engineer

Vestmark, Inc.; Wakefield; Hybrid; USD 70,000 - 90,000; Full time

Job summary

A leading financial technology firm in Wakefield, MA is seeking an Associate Trading Systems Support Engineer. In this hybrid role, you will perform technical support for clients using Wealth Management solutions, ensuring high client satisfaction through proactive management and troubleshooting duties. The ideal candidate has a solid understanding of financial services with strong analytical and communication skills. Competitive salary offered.

Qualifications

• Proven ability to troubleshoot client issues effectively.
• Experience in a fast-paced environment with client-facing roles.
• Understanding of FIX protocol is beneficial.

Responsibilities

• Provide timely technical solutions to trading clients.
• Proactively manage case communications and resolutions.
• Contribute to production support procedures.

Skills

Understanding of the Financial Services/Wealth Management Industry

Excellent customer service mentality

Collaborative interpersonal skills

Creative problem-solving and analysis skills

Experience with investment systems

Ability to balance and manage multiple priorities

Project management skills

Technical skills

Education

BA or BS degree in Finance, Economics, Computer Science or equivalent

Tools

SQL

Splunk

Job description

Associate Trading Systems Support Engineer

Wakefield, MA

As an Associate Technical Support Engineer on our production support trading team, you will be responsible for all aspects of production and technical support for clients using our Wealth Management solutions platform, VestmarkONE. This hands-on position requires significant client contact and coordination with internal operations and technology teams to service new and existing clients. The Associate Technical Engineer will analyze, research, and resolve customer support cases and internal alerts to provide a high level of client satisfaction. This role is Hybrid based out of the office in Wakefield, MA.

Responsibilities:

• Partner with Vestmark’s trading clients to provide timely guidance or technical solutions in a time sensitive environment.
• Troubleshoot client question and issues related (but not limited) to; order generation, order and allocation transmission, order management, model management, product questions, and configuration settings.
• Respond to internal alert monitoring, and proactively notify clients of issues and steps to resolve the issue.
• Use business and technical prowess to proactively manage and conduct analysis, research, and resolution of customer support cases.
• Ongoing contributions to the production support procedure repository by developing and refining production support procedures, which contribute to overall team efficiencies.
• Contribute to the cross training and onboarding of newer team members, rotation team members and/or interns and coops.
• Answer inbound support calls and triage support inquiries; escalate to team lead if case is outside area of understanding.
• Proactively manage case communication and resolution activities associated with assigned cases, ensuring all activity is accurately described and described with a reasonable amount of detail.
• Management of client expectations – excellent communication skills are essential.
• Collaborate within the organization to provide optimal workflows and solutions for client use cases and issues.
• Lead and / or participate in special projects related to client issues, sponsor changes or issues that may impact multiple clients.
• Lead or participate in client meetings as needed.

Required Experience and Skills

• Understanding of the Financial Services/Wealth Management Industry and Investments
• Ability to balance and manage multiple, competing priorities.
• Collaborative interpersonal skills and ability to work within cross-functional teams.
• Self-starter who can display good judgment to plan and accomplish goals in a complex fast-paced environment.
• Excellent customer service mentality and skills.
• Creative problem-solving and analysis skills.
• Ability to handle problem situations quickly, inventively, and resourcefully.
• Experience/Knowledge of investment systems (e.g. Portfolio Management, Trading, Middle/Back Office Operations).
• Experience with/understanding of FIX
• Project management skills including:
• Ability to prioritize and manage tasks
• Ability to identify, escalate, and manage project issues
• Willingness to work extended hours on an as-needed basis
• Knowledge, understanding and/or interest of enterprise software implementation life-cycle and aptitude for comprehending enterprise software architecture is a plus.
• SQL experience or exposure is a plus.
• Familiarity/experience with Splunk

Attributes:

• The most successful people in this position possess the following traits: intelligent, collaborative, proactive, engaging, dynamic, resourceful, personable, technical, flexible.

Education:

• BA or BS degree (degree in Finance, Economics, Computer Science or equivalent is a plus).

Vestmark is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Vestmark prohibits employment discrimination on the basis of race, color, religion, gender identity, sex, sexual orientation, pregnancy, national origin, age, disability status, protected military or veteran status, and genetic information. #LI-TG1 #LI-Onsite

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