Product Support Specialist

State Street; Burlington (MA); On-site; USD 90,000 - 158,000; Full time

Job summary

State Street is seeking a Technical Support professional to provide functional application support for CRD customers in the Finance space. You will diagnose issues, develop workarounds, and mentor teammates while coordinating with Product Management and Engineering.

Ideal candidates have 4+ years in financial technology, familiarity with Charles River IMS, and strong communication skills to engage senior stakeholders and manage complex, high-impact inquiries.

Qualifications

• Bachelor's degree in a technical discipline; MBA/ Master’s preferred; SIE/CFA/FRM desirable.
• 4+ years in financial technology including trading support, OMS/EMS, or front-office work.
• Familiarity with Charles River IMS or similar OMS/EMS platforms.
• Excellent communication and stakeholder engagement skills; ability to gather requirements.

Responsibilities

• Provide technical support by diagnosing issues, resolving inquiries, and guiding users.
• Investigate complex problems, including third-party integrations, and test workarounds.
• Support fixed income, derivatives, and equity workflows for institutional clients.
• Deliver high-quality client support and manage high-impact issues professionally.
• Follow procedures and contribute to process improvements.
• Document client interactions and issue resolutions accurately.
• Mentor new hires and support knowledge transfer across the team.
• Act as liaison between clients, Product Management, and Engineering for feedback.
• Lead or support special projects to achieve team goals.

Skills

Financial technology

SQL

Communication skills

Stakeholder engagement

Education

Bachelor's degree in a technical discipline

MBA or Master's degree preferred

SIE, CFA, or FRM certifications desirable

Tools

Charles River IMS

Job description

What Are We Looking For

Provide Functional application technical support to CRD customers in the Finance space.

What Are We Looking For

Provide Functional application technical support to CRD customers in the Finance space.

Why this job is important to us

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.

What You Will Be Responsible For

• 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.

Education & Preferred Qualifications

• Bachelor's degree in a technical discipline (Finance, Economics, FinTech, Computer Science, or a related field); advanced degree (MBA or Master's) preferred. SIE, CFA, or FRM certifications are highly desirable.
• 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.

Salary Range

$90,000 - $157,500 Annual

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our 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 (excluding certain sales roles subject to sales incentive plans); and, eligibility for certain tax‑advantaged savings plans.

For a full overview, visit https://hrportal.ehr.com/statestreet/Home.

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work‑life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Job ID: R-795363