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.

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.

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.

• 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.

• 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.

• 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.

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

• Intermediate or advanced SQL proficiency.
• Experience diagnosing complex application or…