As a LeadInternational Trading Support Analyst at Ridgeline focused on Front Office support, you will be responsible for supporting SaaS operations as well as investigating and resolving time-sensitive system issues raised by Ridgeline customers. You will interact directly with customers, third-party partners, Ridgeline's engineering teams, and our Dublin-based global support team to troubleshoot issues, ensure seamless handoffs across regions, and deliver best-in-class customer service. Your focus will be supporting customers with international trading operations across the APAC and EMEA markets, helping provide continuous coverage throughout the global trading day.

This role is part of Ridgeline's global trading support organization and provides extended-hours coverage for customers operating across APAC and EMEA markets. The schedule for this role is:

• Sunday: 12:00 PM-9:00 PM PT
• Monday-Thursday: 1:00 PM-9:00 PM PT

What will you do?

• Provide support to Ridgeline customers to ensure quick resolution of trading and reconciliation issues without interruption.
• Provide start of day support to Ridgeline customers trading on APAC and EMEA to ensure customers can quickly reconcile their data without interruption
• Partner closely with Ridgeline's US and Dublin-based support team to provide seamless follow-the-sun coverage, ensuring effective customer handoffs, knowledge sharing, and operational continuity.
• Interact directly with customers via Salesforce tickets to understand and resolve their technical challenges with the Ridgeline environment. This includes getting your hands dirty with inbound and outbound data integrations, working with 3rd party providers on formats & executions (ex: Itiviti, custodians, DTCC), and troubleshooting potential issues within the Ridgeline application.
• Partner with Ridgeline's engineering and product management teams to work through customer bugs & enhancement needs
• Become a subject-matter expert on the Ridgeline application with a focus on the Front Office Applications and Market Data
• Work directly with Portfolio Managers, Traders, and Chief Compliance Officers to understand requirements, pain points, and opportunities to add value to their workflows.
• Make real-time decisions that impact customer operations and service delivery across multiple time zones, ensuring business continuity and operational efficiency
• Independently investigate, assess, and resolve critical system issues that affect trading operations and customer workflows, exercising discretion in high-stakes situations
• Apply independent judgment and discretion when handling customer escalations, system failures, or complex trading issues, determining appropriate resolutions with minimal oversight
• Ensure compliance with regulatory and operational policies when making decisions that affect trading functionality and system integrity
• Think creatively, own problems, seek solutions, and communicate clearly along the way.
• Contribute to a collaborative environment deeply rooted in learning, teaching, and transparency
• Provide mentorship and coaching to team members as the organization continues to scale
• Occasionally flex to daytime availability for team on-sites or required trainings

Desired Skills and Experience

• Bachelor's degree in Business, Computer Science, Information Technology, or related field of study
• 8+ years of experience implementing or troubleshooting technical customer issues within the FinTech industry (OMS/EMS, back office systems, financial accounting, etc)
• Hands-on experience with FinTech Industry File Formats (DTCC - CTM, Confirmations, Affirmations, FIX, SWIFT, etc.) and workflow processes
• Experience with portfolio management and/or reconciliation systems
• Experience handling customer escalations with exemplary patience, poise and professionalism
• Aptitude and ability for learning new technologies and technical skills quickly
• Ability to work independently while providing extended-hours support and serving as a trusted Ridgeline representative for customers operating across global markets.
• Passion for customer service
• Excellent verbal and written communication skills

Bonus

• Experience with Salesforce Service Cloud
• Experience with Google Apps or the MS Office suite
• Comfortable working with Slack, JIRA/Confluence
• Basic understanding of AWS, APIs, and serverless technology

Compensation and Benefits

The typical starting salary range for this role is: $119,500 - $149,000. 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, 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.

#LI-Remote