Application Support Engineer, Charles River Development, Assistant Vice President

Company Profile

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 across institutional asset and fund management, private wealth, alternative investments, insurance, banking, and pension markets. The company was acquired by State Street in October 2018.

Background

This is a client-facing role involving both business and technical responsibilities, managing production Charles River IMS systems for multiple clients as part of the Charles River SaaS offerings, including application management for both hosted and non-hosted clients.

Responsibilities:

1. This is a highly technical position (L3/L4 Support).
2. Provide deep expertise in CRIMS, domain, and infrastructure, coupled with advanced diagnostic and troubleshooting skills to analyze and resolve software issues.
3. Collaborate closely with engineering, QA, and product management teams; identify and test workarounds for software deficiencies.
4. Engage actively with observability initiatives, particularly using Dynatrace.
5. Handle sensitive issues affecting customer perceptions effectively.
6. Research questions and issues using available resources and consult with other product specialists.
7. Maintain detailed logs of customer interactions and prepare resolution reports.
8. Perform any other tasks as assigned.

Skills:

• Strong problem-solving skills with a proven history of resolving complex technical issues and an analytical mindset.
• Proficiency in scripting (SQL, etc.) for task automation.
• Hands-on experience with SQL and relational database fundamentals.
• Experience with Dynatrace and SolarWinds tools is advantageous.
• Preferably experienced in C#/.Net or Java.
• Development experience is beneficial.
• Excellent communication skills to articulate complex technical and business issues clearly.

Skills, Experience & Qualifications:

• Experience with Financial Services Investment Management, Trading, or related systems (e.g., Charles River IMS) is highly desirable.
• Ability to collaborate effectively across departments to deliver excellent customer service.
• Knowledge of servers, operating systems, networks, scripting, XML, programming languages, job scheduling, system monitoring, and disaster recovery/business continuity is preferred.
• Strong customer service, troubleshooting, interpersonal, verbal, and written communication skills.
• Bachelor's degree in a technical or analytical discipline.
• At least 3+ years of relevant industry experience.

About State Street

What we do: State Street is among the world's largest custodian banks, asset managers, and asset intelligence companies. We innovate in technology and products, safeguarding and stewarding investments for millions of people. Our services include investment servicing, data & analytics, research & trading, and investment management for institutional clients.

Work, Live, and Grow: We foster a positive work environment with competitive benefits, including medical, insurance, savings plans, flexible work options, and development programs.

Inclusion, Diversity, and Social Responsibility: We value diverse backgrounds and perspectives, creating an inclusive environment. We support community engagement through volunteer days, matching gift programs, and employee networks.