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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong client management and technical troubleshooting capabilities, with expertise in configuring and deploying components for effective client support. Proficient in managing the full ticket lifecycle and ensuring compliance with financial services regulatory frameworks.
Highest-signal resume keywords
Capital Markets ExperienceClient Management SkillsTechnical TroubleshootingAPIs and JSON FilesRegulatory Framework Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical CapabilityTroubleshootingConfigurationData FeedsLog AnalysisTicket ManagementService Level AgreementsProblem-SolvingAnalytical Skills
Soft Skills
Excellent CommunicationProactive MindsetRelationship Building
Tools & Technologies
JIRA
Industry Keywords
Financial ServicesRegulatory ComplianceGovernance RequirementsEnterprise Software
About the role
Key responsibilities & impact- Own the triage and timely resolution of client queries, ensuring SLAs are consistently met.
- Build a strong understanding of the product to support client challenges, including technical queries and logic interpretation.
- Triage and validate incoming tickets, including logs, JSON files, and environment details.
- Manage the full ticket lifecycle within JIRA, including accurate updates, time tracking, and client communication.
- Assess issue impact and urgency, assign priority levels, and escalate where required.
- Investigate and resolve issues across logs, data feeds, APIs, and client configurations, including replicating scenarios where needed.
- Collaborate with engineering, product, and knowledge teams on client implementations, product adoption, and technical troubleshooting.
- Support software release processes and ongoing client onboarding activities.
- Build strong client relationships and understand their business challenges.
- Contribute to continuous improvement of support workflows and processes.
Requirements
What you’ll need- Capital Markets experience is required.
- Knowledge of financial services regulatory frameworks is highly desirable, including regulatory change, compliance, and governance requirements.
- Experience supporting or implementing enterprise software in a client-facing environment.
- Strong technical capability, with the ability to configure and deploy components for troubleshooting and client support.
- Experience troubleshooting APIs, logs, data feeds, JSON files, and client configurations.
- Proven client management skills, with experience building relationships in complex, demanding organizations.
- A proactive, self-motivated mindset with strong problem-solving and analytical skills.
- Excellent written and verbal communication skills, with the ability to convey information clearly and concisely.
- Experience prioritizing and managing multiple client issues while meeting service level agreements.
- Required work hours: 8:00 a.m. - 5:00 p.m. EST.
- Overtime required occasionally based on business needs and client priorities.
- Travel percentage for this role: Less than 10%.
Benefits
Comp & perks- Competitive salary and benefits
- A voice in the future of fintech
- Always-on learning and development
- Collaborative work environment
- Opportunities to give back