Lead International Trading Support Analyst, Front Office

Ridgeline; United States; On-site; USD 120,000 - 149,000; Full time

Benefits offered by this job

Company Stock Plan

Unlimited vacation

Educational and wellness reimbursemen

Job summary

Ridgeline is seeking a Lead International Trading Support Analyst to join our global trading support team focused on Front Office operations. You will troubleshoot time-sensitive issues, support SaaS operations, and collaborate with our Dublin‑based team to deliver seamless coverage across APAC and EMEA.

You will interact with Portfolio Managers, Traders, and Compliance Officers, own troubleshooting, mentor teammates, and help ensure continuous trading operations across time zones.

Qualifications

• Bachelor’s degree in Business, Computer Science, Information Technology, or related field.
• 8+ years FinTech customer-issue troubleshooting experience.
• Hands-on experience with FinTech industry file formats (DTCC CTM, Confirmations, Affirmations, FIX, SWIFT).
• Experience with portfolio management and/or reconciliation systems.
• Experience handling customer escalations professionally.
• Aptitude for learning new technologies quickly.
• Ability to work independently with extended-hours support.
• Excellent verbal and written communication skills.

Responsibilities

• Provide support to customers to ensure quick resolution of trading and reconciliation issues.
• Provide start-of-day support for APAC and EMEA to reconcile data without interruption.
• Collaborate with US and Dublin support teams for seamless coverage and handoffs.
• Interact with customers via Salesforce tickets to resolve technical challenges in the Ridgeline environment.
• Partner with engineering and product teams on bugs and enhancement needs.
• Become a subject‑matter expert on Front Office Applications and Market Data.
• Work with Portfolio Managers, Traders, and Chief Compliance Officers to understand requirements.
• Make real-time decisions impacting operations across time zones.
• Investigate and resolve critical system issues in high-stakes situations.
• Handle escalations with minimal oversight and ensure regulatory compliance.
• Think creatively, own problems, and communicate clearly.
• Contribute to learning, teaching, and transparency; provide mentorship.
• Occasionally adjust to daytime availability for on-sites or trainings.

Skills

FinTech troubleshooting

Customer support

Cross-functional collaboration

SaaS operations

Technical issue resolution

Education

Bachelor's degree

Tools

DTCC CTM

SWIFT

Job 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 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.

Role

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.

About Ridgeline

Ridgeline is the first front‑to‑back system of record for investment managers. Founded by visionary entrepreneur Dave Duffield (co‑founder of both PeopleSoft and Workday), the company was created to modernize an industry held back by outdated, disconnected technology. Powered by a single, real‑time data set and embedded AI, Ridgeline helps firms automate complexity, accelerate collaboration, and deliver tailored client experiences at scale, without added headcount or risk. Ridgeline is headquartered in Lake Tahoe, with offices in New York, Reno, and the Bay Area, and is recognized by Fast Company as a “Best Workplace for Innovators,” by Frost & Sullivan as a “Technology Innovation Leader,” and by The Software Report as a “Top 100 Software Company.”

Ridgeline is proud to be a community‑minded, discrimination‑free equal opportunity workplace.

Ridgeline processes the information you submit in connection with your application in accordance with the Ridgeline Applicant Privacy Statement. Please review the Ridgeline Applicant Privacy Statement in full to understand our privacy practices and contact us with any questions.

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.

• Company Stock Plan subject to the applicable Stock Option Agreement.
• Unlimited vacation.
• Educational and wellness reimbursements.
• $0 cost employee insurance plans.

Please check out our Careers page for a more comprehensive overview of our perks and benefits.