Job description
Are you a customer-focused problem solver who thrives in fast-paced environments and takes pride in turning complex trading challenges into seamless outcomes? Do you enjoy supporting mission-critical workflows across front, middle, and back office functions while building trusted relationships with sophisticated investment management teams? Are you energized by taking full ownership of high-impact issues, collaborating cross-functionally, and ensuring customers start every trading day with confidence? If so, we invite you to be a part of our innovative team.
As a Senior Trading Support Analyst at Ridgeline, you will play a critical role in delivering best-in-class support for our SaaS platform, ensuring customers can operate smoothly throughout the trading day. This role focuses on trading and start-of-day workflows, serving as an escalation point for complex issues while partnering closely with engineering, product, and third-party providers. You will help unblock customers quickly, advocate for their needs, and directly influence product quality and reliability—strengthening Ridgeline’s reputation as a trusted partner in our customers’ success. In this role, you will leverage cutting-edge technologies—including AI tools such as ChatGPT—to enhance productivity, accelerate troubleshooting, and continuously improve the customer support experience.
At Ridgeline, how we work matters as much as what we build. Ridgeliners act like owners, choose growth over comfort, and communicate with transparency. We assume positive intent, bias toward action, and bring solutions—not just problems. We celebrate wins, learn from setbacks, and thrive in a resilient, collaborative, high-performing culture. If this excites you, we’d love to meet you.
You must be work authorized in the United States without the need for employer sponsorship.
The impact you will have:
Serve as a trusted escalation point by owning complex customer issues and driving them to resolution with urgency, accuracy, and care
Provide start-of-day support to ensure customers can reconcile data quickly and begin trading without disruption
Deliver real-time trading support to help customers execute, reconcile, and validate trades throughout the trading day
Engage directly with customers via live chat and Zendesk tickets to diagnose technical and workflow challenges across trading, reconciliation, and accounting functions
Collaborate with engineering and product teams to investigate defects, influence prioritization, and advocate for customer-driven enhancements
Partner with traders, portfolio managers, and operations teams to understand workflows, pain points, and opportunities to add value
Identify trends across customer issues and contribute to scalable solutions, process improvements, and knowledge base content
Build deep subject matter expertise across the Ridgeline platform, becoming a go-to resource for customers and internal teams
Mentor and coach junior team members, reinforcing best practices and fostering a culture of learning and shared ownership
Leverage AI and automation to improve efficiency, surface insights, and scale support without compromising quality
Champion Ridgeline’s core values while maintaining a Security-First mindset in all customer and internal interactions
What we look for:
Bachelor’s degree in Finance, Business, Computer Science, Information Technology, or a related field
6+ years of experience supporting or troubleshooting technical or operational issues within the FinTech industry
Strong understanding of investment management workflows, security types, and financial market concepts
Hands-on experience with trading and reconciliation workflows and industry file formats such as DTCC CTM, FIX, SWIFT, confirmations, and affirmations
Demonstrated expertise in data reconciliation analysis and issue resolution
Proven ability to manage complex customer escalations with professionalism and composure
Ability to collaborate effectively with engineers, product managers, and external partners
Aptitude for learning new technologies quickly and applying them in practical ways
Excellent verbal and written communication skills
Flexibility to pivot between priorities and adapt to evolving customer and business needs
Bonus:
Experience with Zendesk and/or Salesforce Service Cloud
Familiarity with APIs, AWS, and serverless technologies
Comfort working with Slack, JIRA, and Confluence
About Ridgeline
Ridgeline is the industry cloud platform for investment management. It was founded by visionary tech entrepreneur Dave Duffield (co-founder of both PeopleSoft and Workday) to apply his successful formula of solving operational business challenges with bold innovation and human connectivity to the unique needs of the investment management industry.
Ridgeline started with a clean sheet of paper and a deep bench of experts bound by a set of core values and motivated to revolutionize an industry underserved by its current tech offerings. We are building a new, modern platform in the public cloud, purpose-built for the investment management industry and we are prioritizing security, agility, and usability to empower business like never before.
With a growing campus in Reno and offices in New York, Lake Tahoe, and the Bay Area, Ridgeline is proud to have built a fast-growing, people-first company that has been recognized by Fast Company as a “Best Workplace for Innovators,” by The Software Report as a “Top 100 Software Company,” and by Forbes as one of “America’s Best Startup Employers.”
Ridgeline is proud to be a community-minded, discrimination-free equal opportunity workplace.
Ridgeline processes the information you submit in connection with your application in accordance with the Ridgeline Applicant Privacy Statement: https://www.ridgelineapps.com/legal/candidate-privacy-policy.
Compensation and Benefits
The cash compensation amount for this role is targeted at $115,000-$125,000. Final compensation amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amount listed above.
As an employee at Ridgeline, you’ll have many opportunities for advancement in your career and can make a true impact on the product.
In addition to the base salary, 100% of Ridgeline employees can participate in our Company Stock Plan subject to the applicable Stock Option Agreement. We also offer rich benefits that reflect the kind of organization we want to be: one in which our employees feel valued and are inspired to bring their best selves to work. These include unlimited vacation, educational and wellness reimbursements, and $0 cost employee insurance plans. Please check out our Careers page for a more comprehensive overview of our perks and benefits.
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