Product Support Specialist

State Street; Burlington (MA); On-site; USD 70,000 - 119,000; Full time

Job summary

State Street is seeking a technically adept professional to provide functional application support for Fixed Income and Derivative spaces within CRD. You will collaborate with Product and Engineering to translate client needs into actionable feedback and solutions, diagnose issues, and deliver user guidance with professionalism.

Ideal candidates possess a finance/tech background, strong communication, and a solid understanding of the Trade Life Cycle, with 0–5 years in fintech or trading

Qualifications

• Bachelor’s degree in a technical or financial field; MBA or Master’s preferred; SIE or CFA Foundations desirable
• Knowledge of fixed income derivatives and Trade Life Cycle
• Strong communication and stakeholder management skills
• Analytical, detail-oriented with process-analysis experience
• Ability to manage multiple tasks in a fast-paced, client-driven environment
• Team-oriented and customer-focused with a delivery mindset
• 0-5 years in fintech/trading support with exposure to OMS/EMS
• Basic SQL knowledge.

Responsibilities

• Serve as central support for Fixed Income and Derivatives, translating client needs into feedback and solutions
• Provide technical support by diagnosing issues, resolving inquiries, and guiding users
• Investigate complex problems, including third-party integrations, and test workarounds
• Deliver high-quality client support, handling sensitive issues with professionalism
• Follow established procedures and contribute to process improvements
• Maintain documentation of client interactions and resolutions
• Support special projects and additional duties as needed

Skills

SQL

Communication

Analytical thinking

Customer focus

Education

Bachelor’s degree in technical or financial field

MBA or Master’s degree preferred

SIE or CFA Foundations desirable

Tools

Charles River IMS

Job description

Job Description

What are we looking for

Provide Functional application technical support to CRD customers in the Fixed Income and Derivative 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

• Function as a central support representative for Fixed Income and Derivatives, collaborating with Product and Engineering to translate client needs into actionable feedback and solutions.
• 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.
• 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.
• Support special projects and additional duties as needed to support team and organizational objectives

Education & Preferred Qualifications

• Bachelor’s degree in technical discipline (Finance, Economics, Financial Engineering, Fintech, or related field); advanced degree (MBA or Master’s) preferred; SIE or CFA Foundations certifications are highly desirable
• Medium to advanced fixed income instruments derivative product knowledge along with an understanding of the Trade Life Cycle.
• Excellent communication and interpersonal skills, with the ability to confidently engage senior stakeholders, facilitate working sessions, and gather requirements effectively
• Strong analytical and problem-solving skills, with a high level of attention to detail and demonstrated experience in process analysis.
• 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
• 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

Salary Range

$70,000 - $118,750 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.

Benefits

• 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)
• 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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Job Application Disclosure

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-800148