State Street · 1 month ago
Application, Infastructure and Service Management
Burlington, MA
Full-time
Onsite
Mid, Senior Level
$90K/yr - $142K/yrState Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. The role involves providing technical support, diagnosing software issues, and collaborating with engineering teams to enhance support processes while managing sensitive customer situations.
BankingFinanceFinancial Services
Responsibilities
Respond to requests for technical assistance via Teams, Email. There may be minimal travel involved
Diagnose software issues and recommend the appropriate solution
Analyze problems, answer questions, and provide training as needed
Work closely with engineering/QA teams
Identify and test workarounds for deficiencies in the software
Research issues with third party software
Follow standard set of procedures and methods when responding to customer requests or inquiries
Contribute to the continuous enhancement and improvement of support processes and methods
Successfully handle “sensitive” issue related situations that affect the perception of how CRD resolves customer problems
Conduct research on questions and issues using available information resources and other product specialists
Manage special projects as needed
Keep detailed log of all customer interactions and prepare resolution reports for issues reported by the customer
Complete any other tasks as assigned
String eagerness in learning new skills, technology
Deliver escalation services for the most complex/problematic CRIMS technical, functional, and operational issues
Provide deep CRIMS, domain and/or infrastructure experience coupled with advanced diagnostic and troubleshooting abilities
Handle the most “sensitive” issues related situations that affect the perception of how CRD resolves customer problems
Management level thinking, demonstrate perceptive skills of situations, can see the larger picture of issues
Meet with CRD Product Engineering to provide feedback on significant operational and support issues and prioritize NFRs into Product/Eng
Act as the entry point for new product introduction to the SaaS infrastructure and provide feedback to possible deployment and operational issues
Package issues, work to date and associated information for efficient escalation to Engineering, Product Management, or both
Put together an Environment sizing and configuration document to use as guideline to perform Environment reviews for all customers migrating to Azure either from RAX or ON-Prem
Heavy involvement during the Application monitoring tool assessment process and the current Observability efforts
Qualification
Required
Respond to requests for technical assistance via Teams, Email
Diagnose software issues and recommend the appropriate solution
Analyze problems, answer questions, and provide training as needed
Work closely with engineering/QA teams
Identify and test workarounds for deficiencies in the software
Research issues with third party software
Follow standard set of procedures and methods when responding to customer requests or inquiries
Contribute to the continuous enhancement and improvement of support processes and methods
Successfully handle 'sensitive' issue related situations that affect the perception of how CRD resolves customer problems
Conduct research on questions and issues using available information resources and other product specialists
Manage special projects as needed
Keep detailed log of all customer interactions and prepare resolution reports for issues reported by the customer
Complete any other tasks as assigned
String eagerness in learning new skills, technology
Experience with one or more structured programming languages
Experience with development tools
Strong hands-on SQL experience, and the fundamentals of relational database theory
Demonstrate history of solving complex technical problems and keen eye for details and strong analytical mindset
Deliver escalation services for the most complex/problematic CRIMS technical, functional, and operational issues
Provide deep CRIMS, domain and/or infrastructure experience coupled with advanced diagnostic and troubleshooting abilities
Handle the most 'sensitive' issues related situations that affect the perception of how CRD resolves customer problems
Management level thinking, demonstrate perceptive skills of situations, can see the larger picture of issues
Meet with CRD Product Engineering to provide feedback on significant operational and support issues and prioritize NFRs into Product/Eng
Act as the entry point for new product introduction to the SaaS infrastructure and provide feedback to possible deployment and operational issues
Package issues, work to date and associated information for efficient escalation to Engineering, Product Management, or both
Put together an Environment sizing and configuration document to use as guideline to perform Environment reviews for all customers migrating to Azure either from RAX or ON-Prem
Heavy involvement during the Application monitoring tool assessment process and the current Observability efforts
Preferred
Understanding of the Trading Life Cycle is a plus and System Development Life Cycle
Benefits
Generous medical care
Insurance and savings plans
Flexible Work Program
Development programs
Educational support
Paid volunteer days
Matching gift program
Access to employee networks
Company
State Street
State Street offers a range of financial services, including investment management, research and trading, as well as asset management.
Founded in 1792
10001+ employees
H1B Sponsorship
State Street has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
Funding
Current Stage
Public CompanyTotal Funding
$12.05B2025-10-23Post Ipo Debt· $1B
2025-04-24Post Ipo Debt· $2B
2025-02-06Post Ipo Equity· $750M
Leadership Team
Ronald O'Hanley
Chairman and Chief Executive Officer
R
Renee LaRoche-Morris
Senior Vice President, Chief of Staff to the COO; Head of CAO Services
Recent News
Business Recorder
2026-01-17
Morningstar.com
2026-01-17
Company data provided by crunchbase