[Hiring] Lead International Trading Support Analyst @Ridgeline

Role Description

Are you a problem-solver with a passion for delivering top-notch customer service in the FinTech industry? Do you thrive in fast-paced environments and enjoy tackling technical challenges? Imagine being the go-to expert, ensuring seamless trading operations across multiple time zones, making a real impact on customers around the globe. If this excites you, we invite you to join our innovative team.

As a Lead International Trading Support Analyst at Ridgeline focused on Front Office support, you will be responsible for:

• Supporting SaaS operations and investigating time-sensitive system issues raised by Ridgeline customers.
• Interacting directly with customers, third-party partners, Ridgeline's engineering teams, and our Dublin-based global support team.
• Ensuring seamless handoffs across regions and delivering best-in-class customer service.
• Supporting customers with international trading operations across the APAC and EMEA markets.

This role 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 ensure customers can quickly reconcile their data.
• Partner closely with Ridgeline's US and Dublin-based support team for seamless follow-the-sun coverage.
• Interact directly with customers via Salesforce tickets to resolve their technical challenges.
• Work with inbound and outbound data integrations, third-party providers, and troubleshoot potential issues.
• Partner with Ridgeline’s engineering and product management teams for customer bugs and enhancement needs.
• Become a subject-matter expert on the Ridgeline application, focusing on Front Office Applications and Market Data.
• Work directly with Portfolio Managers, Traders, and Chief Compliance Officers to understand requirements and pain points.
• Make real-time decisions impacting customer operations and service delivery across multiple time zones.
• Independently investigate, assess, and resolve critical system issues affecting trading operations.
• Apply independent judgment when handling customer escalations and complex trading issues.
• Ensure compliance with regulatory and operational policies.
• Think creatively, own problems, seek solutions, and communicate clearly.
• Contribute to a collaborative environment rooted in learning, teaching, and transparency.
• Provide mentorship and coaching to team members.
• Occasionally flex to daytime availability for team on-sites or required trainings.

Qualifications

• 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.
• 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 for learning new technologies and technical skills quickly.
• Ability to work independently while providing extended-hours support.
• Passion for customer service.
• Excellent verbal and written communication skills.

Requirements

• 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.

Benefits

• The typical starting salary range for this role is: $119,500 - $149,000.
• Opportunities for advancement in your career.
• Participation in the Company Stock Plan subject to the applicable Stock Option Agreement.
• Unlimited vacation.
• Educational and wellness reimbursements.
• $0 cost employee insurance plans.