Product Support Analyst

Tokyo, Japan | Posted February 21st, 2017

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TORA is a leading provider of advanced trading technology and financial services. Our customers’ include internationally recognized hedge funds, mutual funds, and proprietary trading desks. Our solutions span the entire trading process, providing traders with a full suite of trade execution capabilities in markets across Asia, North America and Europe. We have over 225 employees located in Tokyo, Hong Kong, Singapore, Cluj-Napoca and the San Francisco bay area.

TORA offers a dynamic, fast-paced workplace that attracts passionate professionals looking to advance their careers by joining a leader in the industry. Our culture was built upon an entrepreneurial spirit and complete focus on providing our clients innovative products and services. We offer professional growth through international exposure, an energetic culture and excellent advancement opportunities.


We are looking for a Product Support Analyst, with solid business background in the financial markets, to provide front-line support of TORA Prism® for Portfolio and Risk Management.  You will be part of a talented team that works closely with professionals from various desks within capital markets, to understand business problems and to provide effective technical solutions


  • Provide expert-level front-line support of TORA Prism® to our clients
  • Efficiently resolve any production issues by clear diagnosis and troubleshooting of technical problems
  • Effectively communicate with all internal and external parties on all support matters, within SLAs and following standard support procedures
  • Manage & communicate progress on escalated issues requiring development or engineering intervention to resolve
  • Validate and test all resolutions prior to customer delivery and follow up to ensure client satisfaction
  • Provide input on and contribute to the creation of new tools or processes which improve customer satisfaction or product support effectiveness and efficiency
  • Identify situations where professional services or additional implementation services may be warranted
  • Use back office tools, remote access tools, FTP, SFTP as needed to support customer’s use of products and validate issues documenting issues in appropriate trouble ticket, bug reporting or CRM systems
  • Work closely with Product Management teams to provide feedback on support related issues for new product launches


  • Native Japanese speaker
  • 2+ years of hands-on experience in product support of financial software for capital markets
  • Excellent verbal and written communication skills in both Japanese and English
  • Ability to problem solve, use initiative and be proactive
  • Ability to work both independently and within a group to meet deadlines


  • College degree with concentration in Finance, Business, Mathematics or Engineering related field or equivalent work experience
  • Self-starter, detail-oriented and be able to multitask and respond in a timely manner to ad hoc requests
  • Solid understanding of financial products, quantitative concepts, and related front-office investment processes
  • Working knowledge of derivative instruments, including theoretical valuation and financial models
  • Good knowledge of back-office business processes, including trade matching, clearing and settlement
  • Software development technologies and Database and relational data structures
  • Proficiency with Java, SQL, Linux shell scripting
  • Large scale global software installation environments (e.g institutional banks, insurance companies)
  • Good understanding of hedge fund accounting and regulations


To apply for this position, please send your resume to [email protected]

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