Product Specialist - Technical Support

As a Product Specialist, you will:

• Respond to client requests for technical assistance through phone, email, and other support channels.
• Diagnose complex software, application, database, and operational issues, identify root causes, and recommend appropriate solutions.
• Provide timely follow-up and status updates to clients, ensuring clear communication through issue resolution.
• Analyze problems, answer product-related questions, and provide training and guidance on the effective use of the software.
• Identify, test, and document workarounds for software bugs, defects, and product deficiencies.
• Analyze and optimize CRIMS batch processes to improve performance and reduce overall batch runtimes.
• Develop, maintain, and troubleshoot batch scripts used to support CRIMS operations and client environments.
• Identify and implement improvements to standard processes and procedures through automation, scripting, programming, and AI-assisted solutions.
• Coordinate with Engineering, Product Management, SaaS Operations, and third-party vendors as needed to ensure appropriate attention and timely resolution of customer issues.
• Conduct technical research using available documentation, diagnostic tools, logs, databases, and collaboration with other Product Specialists.
• Maintain detailed records of customer interactions, troubleshooting activities, root cause findings, workarounds, and resolutions.
• Utilize and administer help desk and case management software, including Salesforce.
• Align risk and control processes with day-to-day responsibilities, proactively identifying and escalating potential risks when appropriate.
• Follow established support procedures, operational standards, and troubleshooting methodologies when responding to customer inquiries.
• Complete other related responsibilities as assigned.

What We Value

• Strong working knowledge of CRIMS is highly preferred and considered important for success in this role.
• Strong analytical and troubleshooting skills, with the ability to break down complex technical issues into individual components and perform effective root cause analysis.
• Strong batch scripting skills and experience troubleshooting batch workflows are required.
• Demonstrated ability to analyze and optimize batch processes, identify performance bottlenecks, and implement improvements that reduce batch runtimes.
• Experience with OMS, EMS, or other financial trading platforms.
• Strong SQL skills and experience troubleshooting issues involving relational databases, preferably Oracle and/or Microsoft SQL Server.
• Ability to interpret application logs, database activity, batch execution details, and system behavior to isolate technical issues.
• High level of verbal and written communication skills, with the ability to translate complex technical issues into clear, crisp, and concise explanations for clients and internal stakeholders.
• A tenacious, ownership-driven, "whatever it takes" approach to driving issues through resolution.
• A self-starter mentality supported by a strong work ethic and willingness to take ownership of complex customer issues.
• Strong teamwork and knowledge-sharing skills, with a willingness to proactively keep colleagues informed.
• Excellent time management, organization, and prioritization skills.
• Flexibility with work schedules and the ability to support business-critical or time-sensitive client issues when required.
• Commitment to following established support processes and operating procedures.
• Strong customer focus, with a commitment to meeting or exceeding customer satisfaction targets.

Education & Preferred Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Technology, or another related technical field.
• 0-4 years of relevant professional experience.
• CRIMS knowledge and hands-on experience are strongly preferred.
• Batch scripting experience is required.
• Experience analyzing, troubleshooting, and optimizing batch processes to reduce overall processing time is required.
• Experience with SQL and a solid understanding of relational database concepts, preferably with Oracle and/or Microsoft SQL Server.
• Exposure to one or more structured programming or scripting languages.
• Python knowledge and scripting experience are preferred, particularly for troubleshooting, process automation, data analysis, or operational tooling.
• Experience with Microsoft Power BI or other reporting and data visualization tools is preferred.
• Experience building or working with AI agents, AI-driven automation, or agentic workflows is preferred.
• Experience identifying opportunities to automate repetitive support and operational activities using scripting, programming, or AI technologies is preferred.
• Relevant technical coursework and/or technical academic projects.
• Familiarity with Salesforce for case management and issue tracking is preferred.
• Basic understanding of financial markets, trading workflows, and investment management processes.
• Understanding of the Software Development Life Cycle (SDLC).
• Strong written and verbal communication and interpersonal skills.
• Experience with OMS, EMS, or other trading platforms is preferred.
• Experience with Oracle or SQL Server database loads, data troubleshooting, and database-related support activities is preferred.

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.

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.