Product Support, Charles River Development, Officer

Successful Support Engineers are investigative problem-solvers who combine investment industry knowledge, technical aptitude, and strong analytical thinking to resolve complex business and system challenges for some of the world's largest asset managers.

Company Profile:

Charles River provides an end-to-end solution to automate front and middle office investment management functions across asset classes on a single platform. Delivered as a hosted service, the solution improves data quality and investment professional productivity, controls risk and lowers technology costs. Charles River serves more than 350 investment firms in over 40 countries in the institutional asset and fund management, private wealth, alternative investments, insurance, banking, and pension markets. Charles River was acquired by State Street in October 2018.

Charles River IMS is a highly configurable enterprise investment management platform supporting portfolio management, order management, trading, compliance, operations, and investment accounting across multiple asset classes. Product Specialists work across interconnected workflows and must understand how changes in one area can impact downstream processes and client operations.

Background:

Success in this role requires exceptional analytical and troubleshooting skills. Application Support Analysts investigate complex business and technical issues across investment workflows, system configurations, integrations, market data feeds, and databases.

Successful candidates are able to form hypotheses, analyse evidence, identify root causes, and drive issues through resolution. They are equally comfortable discussing investment workflows with portfolio managers and traders as they are collaborating with engineers, implementation consultants, and product specialists.

Responsibilities:

• Provide application support for Charles River IMS via email, telephone, and web conferencing.
• Investigate complex business and technical issues spanning investment workflows, data, configurations, integrations, and system behavior.
• Analyze application logs, database records, reconciliation breaks, and other diagnostic information to identify root causes.
• Distinguish software defects from configuration, data, or operational issues.
• Understand and support client-specific workflows, customizations, and integrations.
• Collaborate with Product Engineering on software defects, enhancement requests, and complex investigations.
• Leverage internal expertise, documentation, knowledge bases, and cross-functional teams to progress investigations efficiently.
• Provide clients and colleagues with best practice guidance, solution recommendations, and workarounds where appropriate.
• Independently manage investigations, communicate findings, and provide clear recommendations to stakeholders.
• Proactively manage client cases, set expectations, and maintain high levels of customer satisfaction.
• Escalate significant risks, service-impacting issues, or blockers as appropriate.

Essential:

Skills, Experience & Qualifications Required:

• University degree, preferably in Finance, Economics, Business, Computer Science, or Engineering.
• Knowledge of investment management concepts, financial instruments, and buy-side investment workflows.
• Experience interacting with business and technical users in a client-facing environment.
• Strong analytical, investigative, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to prioritize effectively and perform under pressure.
• Self-motivated with a strong sense of ownership and accountability.
• Demonstrated interest in continuous learning and professional development.

Highly Desirable:

• Experience with Order Management Systems (OMS), Investment Management Systems (IMS), or similar enterprise financial platforms.
• Application support experience within front-office or buy-side investment management environments.
• Experience troubleshooting enterprise software and configurable SaaS platforms.
• Experience investigating workflow, integration, reconciliation, or data-related issues.
• Knowledge of FIX protocol, market data, interfaces, and financial system integrations.
• Experience performing structured root-cause analysis.
• Financial certifications such as CFA, IMC, Claritas, or CISI.

Technical

Essential:

• Experience with relational databases preferably Microsoft SQL Server or Oracle.
• Basic SQL skills, including data querying and analysis.

Desirable:

• Intermediate or advanced SQL proficiency.
• Experience diagnosing complex application or system issues.
• Exposure to scripting or programming languages such as Python, Java, C#, VBA, Perl, or C++

Work, Live and Grow.

• Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks.
• You’ll have access to flexible Work Program to help you match your needs.
• And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility.

We truly believe our employees’ diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

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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