Lead International Trading Support Analyst, Front Office

Ridgeline

2d•$119,500 - $149,000•Remote

About The Position

As a Lead International 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.

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 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

Nice To Haves

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

Responsibilities

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