Sr. Analyst - Customer Support/Operations

Key Responsibilities

• Own the lifecycle of client-reported defects: replicate issues, provide test cases, investigate workarounds, report to engineering, and coordinate patches/fixes.
• Provide expert guidance to clients on the use and configuration of Calypso products.
• Collaborate with internal teams (engineering, QA, product management, customer delivery) to resolve issues and improve product functionality.
• Advocate for product enhancements based on customer feedback and observed patterns.
• Participate in the development of new tools and processes to improve support efficiency and customer satisfaction.
• Gain and apply cross-asset capital markets knowledge, including front-to-back operations.
• Maintain strong communication with customers and internal teams, ensuring timely and professional issue resolution.