Trading Support Analyst

About the role

Addepar is seeking a dedicated Trading Support Analyst to join our team in Salt Lake City, UT. In this role, you will be responsible for providing exceptional support to our clients by assisting them with our Trading, Order Management System (OMS), and Investment Book of Record (IBOR) products. Your primary focus will be on ensuring clients can effectively utilize our platform, resolving their inquiries, and troubleshooting issues that arise during their use of our services. This position is vital for maintaining high levels of client satisfaction and operational efficiency, acting as the main point of contact for client support related to trading and data management. You will work closely with internal teams such as Engineering, Data, Product, and Account Management to deliver timely and accurate solutions, helping clients optimize their investment workflows and data accuracy.

Key facts

What you'll do

• Respond promptly and professionally to client inquiries regarding Addepar's Trading, OMS, and IBOR products, ensuring their issues are understood and addressed effectively.
• Provide comprehensive support to clients, guiding them through platform functionalities and troubleshooting technical or data-related problems.
• Analyze complex datasets, identify discrepancies, and resolve issues related to data accuracy, calculations, or system errors that impact client portfolios or reports.
• Assess the urgency and impact of client issues, prioritizing cases appropriately and collaborating with engineering, data, and product teams to facilitate quick resolutions.
• Conduct root-cause analyses for recurring technical problems, working with engineering teams to identify underlying issues and implement long-term solutions.
• Collaborate with the Product and Account Management teams to ensure clients are satisfied with the support they receive, and to gather feedback for product improvements.
• Educate clients on best practices, features, and functionalities of Addepar's platform, helping them maximize their investment management processes.
• Manage multiple support cases simultaneously, ensuring each is tracked, documented, and resolved within established service standards.
• Develop deep expertise in Addepar's platform, including understanding the technical and functional aspects of Trading, OMS, and IBOR products.
• Maintain clear and detailed documentation of support cases, resolutions, and client interactions to facilitate ongoing support and knowledge sharing.
• Stay informed about product updates, new features, and industry trends to provide relevant and up-to-date support to clients.
• Work proactively to identify potential issues before they impact clients and communicate effectively with clients about ongoing support efforts.
• Participate in team meetings and training sessions to continuously improve support skills and product knowledge.
• Contribute to the development of support resources, FAQs, and documentation to enhance the overall client support experience.
• Uphold Addepar's commitment to client service excellence, professionalism, and confidentiality at all times.

Requirements

• Strong understanding of trading workflows, portfolio management, or financial instruments, with the ability to grasp complex financial data and processes.
• Bachelor's degree in Finance, Economics, Mathematics, or a related field from an accredited institution.
• At least 1 year of experience in a client-facing support role, preferably within financial services or investment management.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly to clients with varying levels of expertise.
• Strong organizational and time-management skills, capable of managing multiple cases efficiently and effectively.
• Analytical mindset with the ability to interpret data, identify issues, and develop logical solutions.
• Demonstrated problem-solving skills, with a focus on delivering practical and sustainable resolutions.
• Ability to work collaboratively with cross-functional teams, including engineering, data, product, and client services.
• Commitment to continuous learning and professional development in financial technology and support practices.
• Willingness to work in a fast-paced environment with shifting priorities and deadlines.
• Must be authorized to work in the United States without requiring visa sponsorship.
• Ability to start on the first day of employment and commit to the full-time role.

Nice to have

• Previous experience working with investment management platforms or Order Management Systems (OMS).
• Familiarity with financial data analysis tools and techniques.
• Knowledge of ITAR regulations or experience working with sensitive or regulated data.
• Experience supporting clients in a SaaS or fintech environment.
• Understanding of ITAR compliance or experience working with regulated data environments.

Skills & tools

• Proficiency in data analysis and troubleshooting techniques.
• Familiarity with financial software and tools used in investment management.
• Strong problem-solving skills and attention to detail.
• Ability to learn and adapt quickly to new technologies and processes.
• Excellent interpersonal skills to communicate effectively with clients and internal teams.

Practical notes

• Candidates must be authorized to work in the United States without visa sponsorship and be able to start on their first day of employment.
• The hourly wage for this position ranges from $22.00 to $28.00, depending on experience and qualifications.
• In addition to salary, the role offers potential bonuses, equity, and benefits, which will be discussed during the interview process.
• Addepar is committed to fostering an inclusive and diverse workplace, welcoming applicants from all backgrounds.
• We provide reasonable accommodations for applicants with disabilities throughout the hiring process.
• Candidates should be aware of phishing scams; Addepar will not make job offers without a formal interview process and will never ask for payment for equipment or supplies.
• For any questions or concerns, applicants are encouraged to contact ta-operations@addepar.com.