Overnight Trading Support Analyst

Summary

Join Ridgeline's innovative team as an Overnight Trading Support Analyst! You will provide crucial overnight support to global customers, ensuring seamless trading operations across multiple time zones. This role involves troubleshooting technical issues, collaborating with engineering and product teams, and directly interacting with customers to resolve challenges. You'll become a subject matter expert on the Ridgeline application, focusing on front office applications and market data. The position requires a 3rd shift schedule (Sunday-Thursday, 11 pm-7 am PST) and offers a competitive salary and benefits package. Mentorship and career advancement opportunities are also available.

Requirements

• 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, often as one of the sole company representatives during the overnight shift, and uphold Ridgeline's core values
• Passion for customer service
• Excellent verbal and written communication skills

Responsibilities

• Provide overnight 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
• Interact directly with customers via Zendesk 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
• 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

Preferred Qualifications

• Experience with Zendesk
• 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 cash compensation amount for this role is targeted at $132,000-$153,500. This role will also include a shift premium of 10% paid out quarterly ($13,200-$15,350 annual amount)
• 100% of Ridgeline employees can participate in our Company Stock Plan subject to the applicable Stock Option Agreement
• Unlimited vacation
• Educational and wellness reimbursements
• $0 cost employee insurance plans