Senior Technical Support Analyst, Back Office

Ridgeline•New York, NY

2d•$115,000 - $125,000•Hybrid

About The Position

Are you a back-office operations expert with deep experience in reconciliation, portfolio accounting, and investment management workflows? Do you thrive in fast-paced environments where you can resolve complex operational challenges and partner directly with customers to ensure seamless start-of-day processes? Are you energized by working across reconciliation, accounting, custodial integrations, and reporting workflows to deliver exceptional SaaS support while taking true ownership of outcomes? If so, we invite you to be a part of our innovative team. As a Senior Technical Support Analyst, Back-Office at Ridgeline, you will serve as a trusted partner to our investment management clients, supporting the full spectrum of back-office workflows—from start-of-day reconciliation and portfolio accounting to data integrations, corporate actions, and report building. You will play a critical role in ensuring operational continuity for our customers, proactively identifying and resolving issues across custodial feeds, accounting logic, and reporting outputs. In our progressive, cloud-native environment, you will leverage modern SaaS tooling and AI technologies—including ChatGPT—to enhance investigation efficiency, knowledge sharing, and customer outcomes, directly impacting client satisfaction and platform reliability. 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.

Requirements

Bachelor’s degree in Business, Computer Science, Information Technology, Finance, or related field
5+ years of experience supporting or implementing back-office workflows within the FinTech or investment management industry
Strong knowledge of reconciliation processes including positions, cash, transactions, and pricing
Expertise in portfolio accounting concepts, custodial data feeds, and corporate actions
Experience building or validating financial and operational reports
Familiarity with portfolio management, accounting, or reconciliation systems
Demonstrated ability to handle customer escalations with patience, professionalism, and clarity
Understanding of cloud-based SaaS environments and Infrastructure as a Service platforms such as AWS
Willingness to learn modern AI-enabled tools to enhance productivity and customer outcomes
Strong analytical and problem-solving skills
Excellent verbal and written communication skills
Serious interest in having fun at work

Nice To Haves

Experience supporting enterprise SaaS platforms in a high-growth environment
Familiarity with SQL or data query tools to assist in reconciliation and reporting analysis
Experience working with custodians and third-party data providers

Responsibilities

Provide start-of-day operational support beginning at 7am EST to ensure customers successfully reconcile portfolios, positions, cash, and transactions without disruption
Investigate and resolve complex reconciliation breaks across custodial data, market data, security masters, and accounting workflows
Support customers across all back-office functions including portfolio accounting, corporate actions, performance inputs, and financial report generation
Engage directly with customers via live chat and ticketing platforms to understand challenges and deliver timely, high-quality solutions
Analyze inbound and outbound custodial data files and collaborate with third-party providers to troubleshoot formatting, transmission, and integration issues
Partner with Engineering and Product teams to drive durable fixes for recurring issues and strengthen operational workflows
Develop deep expertise in Ridgeline’s accounting engine, reconciliation processes, reporting framework, and data architecture
Build custom and standard reports to help customers validate data accuracy and operational outputs
Communicate transparently with stakeholders during escalations, setting clear expectations and providing timely updates
Contribute to documentation and knowledge-sharing initiatives that empower both customers and internal teams
Mentor team members and foster a collaborative, learning-oriented environment rooted in accountability and shared success
Embody a security-first mindset and maintain strong operational controls across customer environments
Own problems end-to-end and drive continuous process improvements with a growth mindset
Lead through influence by modeling resilience, curiosity, and a commitment to operational excellence