Product Support Analyst - Remote Eligible

Product Support Analyst

This role is an excellent opportunity for a detail-oriented and analytical professional passionate about technology, financial systems, and operational problem-solving. You will play a critical role in maintaining the reliability and usability of complex investment reporting platforms by investigating issues, supporting operational teams, and collaborating closely with product and engineering stakeholders. Working in a fast-paced and highly collaborative environment, you'll help improve system performance, streamline workflows, and contribute to product enhancements that support a growing global client base. The position combines technical troubleshooting, data analysis, and cross-functional communication, making it ideal for someone who enjoys solving complex challenges while driving operational excellence. You'll gain exposure to cutting-edge financial technology solutions and work alongside teams focused on innovation, continuous improvement, and customer success. This opportunity offers strong career development potential within a modern and flexible work environment.

Accountabilities:

• Triage, prioritize, and manage incoming product support requests, operational issues, and bug reports across internal systems and workflows.
• Investigate root causes of system issues and collaborate with engineering teams to coordinate resolutions and validate fixes.
• Support operational teams by serving as a subject matter expert for system functionality, workflows, and reporting processes.
• Perform administrative tasks, bulk data updates, and troubleshooting activities using internal tools and database queries.
• Write and execute SQL queries to support issue investigation, data validation, operational reporting, and system analysis.
• Partner with product owners, developers, and stakeholders to communicate technical issues, clarify requirements, and contribute to product improvements.
• Monitor recurring support trends and identify opportunities to enhance product stability, operational efficiency, and user experience.
• Assist with testing activities related to software releases, bug fixes, and product enhancements.
• Maintain accurate documentation and provide timely communication regarding issue status, resolutions, and ongoing support activities.

Requirements:

• Bachelor's or Master's degree in finance, accounting, economics, data analytics, data science, or a related field.
• Minimum 4 years of relevant experience in product support, financial systems, operations, investment reporting, or a related environment.
• Advanced Excel skills, including experience with functions such as VLOOKUP, SUMIF, Pivot Tables, and data analysis techniques.
• Strong analytical and troubleshooting abilities with exceptional attention to detail.
• Experience or familiarity with statutory accounting, regulatory reporting, and financial or investment accounting concepts is highly preferred.
• Knowledge of fixed income investments, securities, financial markets, or regulatory guidance such as STAT and NAIC standards is considered an advantage.
• SQL query writing and database analysis skills are preferred.
• Excellent written and verbal communication skills with the ability to collaborate across technical and non-technical teams.
• Strong organizational, documentation, and time management skills in fast-paced environments.
• Self-motivated problem solver capable of managing competing priorities and adapting quickly to new technologies and systems.

Benefits:

• Competitive compensation and comprehensive benefits package.
• Medical, dental, vision, and life insurance coverage.
• 401(k) retirement plan with company matching contributions.
• Flexible and business-casual work environment.
• Hybrid flexibility including work-from-home Fridays.
• Opportunity to work remotely from anywhere for up to three weeks annually.
• Generous paid time off and volunteer time off programs.
• Maternity and paternity leave benefits.
• Access to innovative investment technology platforms and industry expertise.
• Collaborative team culture focused on ownership, innovation, and professional growth.
• Defined and flexible career development pathways.