Trade Support Engineer

Responsibilities

• Partner with trading clients to provide timely guidance or technical solutions in a time-sensitive environment.
• Troubleshoot client questions and issues related to order generation, order and allocation transmission, order management, model management, product questions, and configuration settings.
• Respond to internal alert monitoring and proactively notify clients of issues and steps to resolve.
• Analyze, research, and resolve customer support cases using business and technical skills.
• Develop and refine production support procedures to improve team efficiencies.
• Contribute to cross-training and onboarding of newer team members, rotation team members, interns, and co-ops.
• Answer inbound support calls, triage support inquiries, and escalate cases outside area of understanding.
• Proactively manage case communication and resolution activities, ensuring accurate documentation.
• Manage client expectations with excellent communication skills.
• Collaborate within the organization to provide optimal workflows and solutions.
• Lead or participate in special projects related to client issues or sponsor changes.
• Lead or participate in client meetings as needed.

Requirements

• Understanding of the Financial Services/Wealth Management Industry and Investments.
• Ability to balance and manage multiple competing priorities.
• Collaborative interpersonal skills and ability to work within cross-functional teams.
• Self-starter with good judgment to plan and accomplish goals in a complex, fast-paced environment.
• Excellent customer service mentality and skills.
• Creative problem-solving and analysis skills.
• Ability to handle problem situations quickly, inventively, and resourcefully.
• BA or BS degree (degree in Finance, Economics, Computer Science or equivalent is a plus).

Nice-to-Haves

• Experience/knowledge of investment systems (e.g., Portfolio Management, Trading, Middle/Back Office Operations).
• Experience with/understanding of FIX.
• Project management skills including prioritizing tasks and identifying/escalating project issues.
• Willingness to work extended hours on an as-needed basis.
• Knowledge/understanding of enterprise software implementation life-cycle and aptitude for comprehending enterprise software architecture.
• SQL experience or exposure.
• Familiarity/experience with Salesforce, Dynatrace, BigPanda, JIRA/Confluence.