Junior Technical Account Manager (USA) at Elwoodtechnologies

Junior Technical Account Manager Location: East Coast with access to New York Office (must attend 2-3 times a month) Hours: Monday to Friday 8am to 6pm with rotating weekend cover (time in lieu for weekend work) Salary: Up to $110,000 per annum depending on experience About Elwood Elwood Technologies is a FCA regulated firm that provides end-to-end institutional-grade digital asset Execution, Liquidity Access and Portfolio Monitoring & Risk Management Software. Built with institutions for institutions, Elwood’s EMS offers best available price execution, smart order routing and algorithmic tooling alongside a traditional finance grade Portfolio Management and Risk System. Built by industry experts with decades of combined experience in investment management and digital technology, we are now looking for a Junior Technical Account Manager to support our Global GCD Team. Job Description Elwood Technologies is looking for a motivated Junior Technical Account Manager to join our growing team. This is an exciting opportunity to grow your career at the intersection of finance and technology, working alongside teams in London, New York, and Singapore to provide seamless 24/7 client support coverage. The role is to start as soon as possible. You will play a key role in supporting our global clients, helping to troubleshoot issues, manage live trading and risk queries, and contribute to the continual improvement of our products and workflows. This position will include weekend support on a rotating basis as part of our global coverage model. Key Responsibilities • Provide Customer support to Elwood customers by investigating and troubleshooting and resolving customer issues via live chat and email • Manage, prioritise and respond to queries relating to execution and risk representation issues • Support clients with P&L, Trades, Positions and Risk reconciliation trades, positions, and P&L reconciliation. • Engage with customers and collaborate with third parties and partners as required to feedback on Elwood products and services. • Collaborate with Engineering, Product, Quants, and Sales teams to ensure the timely resolution of client queries, service improvements and technical issues. • Gather customer feedback and provide actionable insights to improve Elwood’s products and services. • Assist in testing new EMS and PMS features, including algorithm validation and risk representation checks. • Gather customer requirements and articulate appropriate technical and non-technical solutions. • Support new customer onboarding and contribute to the overall success of customer relationships. • Proactively create and drive impactful changes across support workflows, policies and tools • Provide weekend support as part of a shared global rotation schedule. Qualifications and Knowledge • Bachelor’s degree in Finance, Financial Markets, Business, Economics, or a related STEM discipline (e.g. Computer Science, Engineering, Mathematics). • 1-2 years experience in a client facing role such as Technical Support, Customer Success or Sales Engineering within the Digital Assets space • A genuine interest in financial markets, digital assets, and emerging technology. • Awareness of the trade life cycle, from pre-trade through post-trade processing. • Strong analytical and problem-solving skills, with the ability to work well under pressure. • Excellent communication and interpersonal skills — a team player who enjoys collaboration • Hands-on approach, comfortable working with large datasets and operational detail. • SQL experience desirable; Python a plus. • Control-focused, organised, and eager to learn. • Willingness to work rotational weekends to support our global client base. What we offer: 💵 Competitive salary and compensation packages. 🍎 Fully paid medical and dental schemes for employees and their family ✈️ Generous time off + bank holidays 🍔 Weekly Ubereats allowance 💪 Discounted gym scheme 🐕‍ Employee Assistance Programme 📚 Paid study leave and personal leave Why Elwood? • Join a series A FinTech company and help shape the future of finance • A startup with deep financial backing and a strong market presence • Our platform is enabling institutional access to the most exciting growth opportunity in Finance • Work with a modern technology stack and help solve high impact problems • Strong client focused team with a diverse background • We’re a Global company and have modern, centrally based offices in London, New York and Singapore.