Product Support Specialist Jobs in Massachusetts

INTRODUCTION

Respond to requests for technical assistance via phone, email. Diagnose software issues and recommend the appropriate solution. Provide follow-up and status update calls to clients, analyze problems, answer questions and provide training related to the software. Identify and test workarounds for bugs or deficiencies in the software. Identify and implement efficiencies and improvements to standard processes and procedures such as automation through scripting, programming, etc. Align risk and control processes into day-to-day responsibilities to supervise and mitigate risk; raise appropriately, coordinate with engineering, product management and 3rd party entities as needed to ensure the correct attention is brought to open customer issues. Follow a standard set of procedures and methods when responding to customer requests or inquiries. Conduct research on questions and issues using available information resources and other product specialists. Keep a detailed log of all customer interactions and prepare resolution reports for issues reported by the customer. Utilize and administer the help desk software. Complete any other related tasks as assigned.

BASIC QUALIFICATIONS

• Four (4) year degree in a technical field such as Computer Science, Engineering, or another related technical field.
• Four (4) to Twelve (12) years of overall work experience in the world of Financial Technology and application production support.
• Exposure to SQL and fundamental understanding of relational database theory and/or specific knowledge of Oracle/Microsoft SQL Server.
• Exposure to one or more structured programming languages.
• Extensive experience in system administration – system configuration management, resource sharing, operating system fundamentals.
• Relevant technical course work and/or technical academic projects.
• Familiarity to using Salesforce for Case tracking is preferred.
• Knowledge of industry principles and new technologies like cloud computing, virtualization, KAFKA etc. is preferred.
• Proven ability to work in a mission-critical production support environment.
• Strong communication and interpersonal skills, written and oral; confident in interaction with senior stakeholders.
• Strong analytical skills including process analysis.
• Very strong interest in the underlying detail of the analysis is a must.
• Demonstrated history of solving complex technical problems with a keen eye for detail and strong analytical mindset.
• Familiarity with Unix/Linux and protocols such as FIX or SWIFT is a plus.
• Demonstrated experience of Oracle or SQL Database loads.

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.

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.

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.