Sell Side Support Lead

Locations: New York City

Working Environment: Hybrid

LiquidityBook, a FactSet company, is a leading financial technology firm delivering innovative software solutions to hedge funds, asset managers, banks, and brokers. We are looking for a bright, motivated, and analytically inclined individual to join our team, providing exceptional client services, technical support, and deployment expertise to our expanding global client base.

Ideal Candidate: 

We are in search of a highly experienced Support Analyst who can bring deep insights into sell-side equities and options trading workflows to our dynamic team. This senior-level position is strategically situated in Midtown Manhattan, within easy reach of Penn Station, and offers the flexibility for partial remote work. As an integral member of our team, the ideal candidate will utilize their extensive knowledge of sell-side trading processes—encompassing FIX order routing, order and execution management, as well as middle and back-office operations—to drive superior support and client satisfaction.

The right individual will possess technical expertise and be able to demonstrate exceptional analytical skills with the ability to communicate effectively with sell-side broker clients. They will be proficient in troubleshooting complex technical issues and adept at interfacing with internal teams to facilitate comprehensive solutions. This role demands someone with a commitment to system excellence and a proactive approach to customizing and optimizing our trading platforms to meet evolving market and client demands.

Key Responsibilities:

• Provide advanced technical support for our Order Management System (OMS) and Middle Office systems, swiftly resolving functionality issues.

• Serve as the primary contact for critical support inquiries and incidents, ensuring they are efficiently managed to resolution.

• Conduct root cause analysis on recurring issues and devise sustainable solutions.

• Lead resolution efforts for platform outages, data discrepancies, and connectivity challenges.

• Collaborate with clients and internal teams to tailor platform configurations, ensuring optimal performance.

• Develop and maintain knowledge base articles, troubleshooting guides, and FAQs.

• Mentor junior support staff, delivering training on system functionalities and best practices.

• Continuously assess customer satisfaction concerning platform performance and drive improvements by liaising with relevant internal departments.

Requirements:

• At least 5 years of experience supporting key sell-side trading platforms.

• Strong expertise in sell-side trading functionalities, workflows, and system architecture.

• Demonstrated ability to handle complex technical issues in high-pressure environments.

• Excellent problem-solving abilities through system and log analysis, with effective communication of technical information.

• Deep understanding of financial markets, trading instruments, and operations.

• Experience in a fast-paced, 24/7 support environment.

• Proficiency in SQL or database management and scripting languages (such as Python).

• Ability to work independently and manage tasks efficiently in a remote setting.

• In this role, your technical and domain expertise will be instrumental in enhancing our support capabilities and ensuring high levels of client satisfaction.

The budgeted amount range for this position in New York City is $160,000 - $210,000

United States applicants must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

What’s In It For You:

• Flexible work accommodations. Choose to work remotely, in person, or in a hybrid set-up.

• The opportunity to join a growing firm with a proven track record of success for over 40 years, made up of thoughtful, innovative minds that value collaboration and welcome your new ideas to the table

• Mentorship and growth opportunities from senior employees

• Career progression planning and a focus on career development, complete with dedicated time each month for conference attendance, online learning seminars, and networking

• A robust social community dedicated to volunteerism, intramural sports, and team-building events

• Business resource groups that align with our DE&I strategy, designed to cultivate an inclusive environment for all

Learn more about our benefits here.

Returning from a break?

We are here to support you! If you have taken time out of the workforce and are looking to return, we encourage you to apply and chat with our recruiters about our available support to help you relaunch your career.

Company Overview:

FactSet Research Systems Inc. is a global provider of integrated financial information, analytical applications and industry-leading services for the investment and corporate communities. As a publicly traded company (NYSE:FDS | NASDAQ:FDS) recently added to the S&P 500 index, FactSet delivers superior content, analytics, and flexible technology to help more than 162,000 users see and seize opportunity sooner. For over 40 years, the company has served financial professionals, which include portfolio managers, investment research professionals, investment bankers, risk and performance analysts, wealth advisors and corporate clients.  FactSet gives our clients the edge to outperform with informed insights, workflow solutions across the portfolio lifecycle, and industry-leading support from dedicated specialists.

At FactSet, we celebrate diversity of thought, experience, and perspective. We are committed to disrupting bias and a transparent hiring process.  All qualified applicants will be considered for employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. FactSet participates in E-Verify

FactSet is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity