Product Support Specialist

Arcana; Salt Lake City (UT); On-site; USD 75,000 - 110,000; Full time

Job summary

Arcana is a portfolio intelligence platform used by hedge funds and asset managers to analyze performance, risk, and portfolio exposures. We’re hiring analytically driven problem solvers to support sophisticated investment firms using Arcana every day.

You’ll develop deep expertise, investigate complex questions, and collaborate with product, engineering, and data teams to drive issues to resolution. This highly analytic Product Support Specialist role sits at the intersection of financial

Qualifications

• 2–5 years in a client-facing, analytical, support, or execution-oriented role within financial services, fintech, or investment technology
• Strong quantitative analysis skills with portfolio, market, and financial data and APIs
• Strong analytical and problem-solving skills; able to investigate complex issues independently
• Ownership and urgency; track record of driving problems through to resolution
• Excellent written and verbal communication, especially when explaining complex topics to clients
• Familiarity with portfolio analytics concepts like performance attribution, risk metrics, drawdowns
• Interest in financial markets, portfolio management and institutional workflows
• Highly organized and detail-oriented; able to manage multiple client issues and priorities
• Comfort working with sophisticated institutional clients in a fast-paced environment
• Ability to work across product, engineering, data, and client-facing teams

Responsibilities

• Serve as a primary point of contact for Arcana clients, providing responsive, thoughtful, and high-quality support
• Troubleshoot client questions and issues related to portfolio data, performance, risk, exposures, analytics, and platform functionality
• Investigate complex analytical, data, and technical issues to identify root causes and determine resolution
• Own client issues end-to-end from initial question through investigation, communication, escalation, and resolution
• Partner with product, engineering, and data teams to resolve issues requiring deeper technical or analytical investigation
• Explain Arcana functionality and portfolio analytics clearly to clients
• Help clients navigate Arcana and use the platform effectively in day-to-day workflows
• Proactively communicate status, next steps, and resolutions for open issues
• Identify recurring issues and feedback; work with internal teams to improve product and client experience
• Contribute to support processes, documentation, troubleshooting resources, and internal tools
• Develop deep expertise across Arcana’s platform and institutional investment workflows

Skills

Quantitative analysis

Analytical thinking

Communication

Ownership

Cross-functional collaboration

Portfolio analytics

Organization

Client-facing

Problem solving

Education

Bachelor/Master in Finance, Economics, Engineering, Math, CS

GPA 3.7+

Tools

Excel

Bloomberg

FactSet

Aladdin

Python/SQL

Job description

Arcana is a portfolio intelligence platform used by hedge funds and asset managers to analyze performance, risk, and portfolio exposures. We’re rethinking the analytical infrastructure institutional investors rely on—and we’re hiring analytically driven problem solvers to support sophisticated investment firms using Arcana every day.

Our Product Support Specialists work directly with portfolio managers, analysts, risk teams, and operations teams to answer questions, troubleshoot issues, and ensure clients get the most out of Arcana. This is a highly analytical support role that sits at the intersection of financial markets, technology, and client service.

You’ll develop deep expertise in Arcana and institutional investment workflows, investigate complex portfolio and data questions, and work closely with product, engineering, and data teams to drive issues through resolution. We’re looking for someone who takes ownership, communicates clearly, and is comfortable solving problems where the answer is not always immediately obvious.

Responsibilities

• Serve as a primary point of contact for Arcana clients, providing responsive, thoughtful, and high-quality support
• Troubleshoot client questions and issues related to portfolio data, performance, risk, exposures, analytics, and platform functionality
• Investigate complex analytical, data, and technical issues to identify root causes and determine the appropriate resolution
• Own client issues end-to-end, from initial question through investigation, communication, escalation, and resolution
• Partner with product, engineering, and data teams to resolve issues requiring deeper technical or analytical investigation
• Clearly explain Arcana functionality, portfolio analytics, and issue resolutions to portfolio managers, analysts, risk teams, and operations teams
• Help clients navigate Arcana and use the platform effectively across their day-to-day investment workflows
• Proactively communicate status, next steps, and resolutions for open client issues
• Identify recurring client issues and feedback and work with internal teams to improve the product and client experience
• Help build and improve support processes, documentation, troubleshooting resources, and internal tools as Arcana scales
• Develop deep expertise across Arcana’s platform, portfolio analytics, financial data, and institutional investment workflows

Requirements

• 2–5 years of experience in a client-facing, analytical, support, or execution-oriented role within financial services, fintech, or investment technology
• Strong quantitative analysis skills, with the ability to work with portfolio, market, and financial data and APIs to investigate issues, validate results, and draw clear conclusions
• Strong analytical and problem-solving skills, with the ability to independently investigate complex or ambiguous issues
• Strong sense of ownership and urgency, with a track record of driving problems through to resolution
• Excellent written and verbal communication skills, particularly when explaining complex topics to clients
• Familiarity with portfolio analytics concepts such as performance attribution, factor exposures, risk metrics, drawdowns, correlation, and volatility
• Demonstrated interest in financial markets, portfolio management, and institutional investment workflows
• Highly organized and detail-oriented, with the ability to manage multiple client issues and priorities simultaneously
• Comfortable working directly with sophisticated institutional clients in a fast‑paced environment
• Ability to work effectively across product, engineering, data, and client-facing teams

Qualifications

• Bachelor’s or Master’s degree in Finance, Economics, Engineering, Mathematics, Computer Science, or a related field
• Strong academic performance, with a 3.7+ GPA
• Experience with Excel and analytical tools required
• Familiarity with Bloomberg, FactSet, Aladdin, or similar financial platforms is a plus
• Experience with Python, SQL, or other analytical/programming tools is beneficial but not required
• CFA, FRM, or related certifications are a plus