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About the role
Key responsibilities & impact- Investigating and resolving Level 2 product support issues across fixed income processing platforms
- Researching complex problems by reviewing reports, logs, and customer documentation within the application
- Analyzing client issues related to trading, accounting, portals, and downstream data flows
- Supporting client access issues, missing documentation, and data discrepancies
- Monitoring shared support queues and managing assigned tickets based on daily scheduling priorities
- Taking ownership of complex, research‑intensive issues while collaborating on higher‑volume requests
- Communicating findings and resolutions through clear, descriptive written updates
- Providing professional phone support to explain issues, resolutions, and next steps to clients
- Building deep product knowledge of a system that requires extended learning and patience
- Identifying root causes and contributing to knowledge documentation and process improvements
Requirements
What you’ll need- Experience providing Level 2 technical or application support for enterprise systems
- Strong analytical and research skills to diagnose issues in complex, data‑driven platforms
- Demonstrated ability to independently review documentation and identify solutions
- Clear written communication skills for detailed ticket updates and client correspondence
- Professional verbal communication skills for client and internal phone interactions
- Working knowledge of financial services systems or capital markets environments
- Ability to manage multiple issues within a structured ticketing and scheduling model
- Bachelor’s degree or equivalent combination of education and relevant experience
Benefits
Comp & perks- Opportunities to make an impact in fintech
- Personal and professional learning
- Inclusive, diverse work environment
- Resources to give back to your community
- Competitive salary and benefits
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Level 2 technical supportapplication supportdata analysisproblem diagnosisticket managementprocess improvementdocumentation reviewroot cause analysisfinancial services systemscapital markets
Soft Skills
analytical skillsresearch skillswritten communicationverbal communicationclient supportcollaborationownershippatiencetime managementmulti-tasking