Senior Product Support Front Office

Key Responsibilities

• Lead the lifecycle of customer-reported defects: replicate issues, provide test cases, report to internal stakeholders, investigate workarounds, coordinate fixes with engineering, perform QA, and schedule delivery to customers
• Provide guidance and advice to customers on the use and configuration of Calypso products
• Collaborate with internal teams including Engineering, QA, Product Management, and Customer Success
• Advocate for product feature enhancements based on customer feedback
• Manage and maintain client replication environments in the Nasdaq support lab
• Provide known resolutions or advice to customers and assist in resolving issues efficiently
• Participate in the development of new tools or processes to improve customer satisfaction and product support effectiveness
• Develop capital markets expertise including cross-asset, front-to-back product knowledge