Senior Trading Support Analyst

About This Role

This role delivers best-in-class support for Ridgeline's SaaS platform, ensuring customers can operate smoothly throughout the trading day, focusing on trading and start-of-day workflows. You will serve as an escalation point for complex issues, collaborating with engineering, product, and third-party providers to unblock customers quickly and influence product quality and reliability.

Responsibilities

• Serve as an escalation point for complex customer issues, driving them to resolution with urgency, accuracy, and care
• Provide start-of-day support to ensure customers can reconcile data quickly and begin trading without disruption
• Deliver real-time trading support to help customers execute, reconcile, and validate trades throughout the trading day
• Engage directly with customers via live chat and Zendesk tickets to diagnose technical and workflow challenges across trading, reconciliation, and accounting functions
• Collaborate with engineering and product teams to investigate defects, influence prioritization, and advocate for customer-driven enhancements
• Partner with traders, portfolio managers, and operations teams to understand workflows, pain points, and opportunities to add value
• Identify trends across customer issues and contribute to scalable solutions, process improvements, and knowledge base content
• Build deep subject matter expertise across the Ridgeline platform, becoming a go-to resource for customers and internal teams
• Mentor and coach junior team members, reinforcing best practices and fostering a culture of learning and shared ownership
• Leverage AI and automation to improve efficiency, surface insights, and scale support without compromising quality

Requirements

• Strong understanding of investment management workflows, security types, and financial market concepts
• Hands-on experience with trading and reconciliation workflows and industry file formats such as DTCC CTM, FIX, SWIFT, confirmations, and affirmations
• Demonstrated expertise in data reconciliation analysis and issue resolution
• Proven ability to manage complex customer escalations with professionalism and composure
• Ability to collaborate effectively with engineers, product managers, and external partners
• Aptitude for learning new technologies quickly and applying them in practical ways
• Excellent verbal and written communication skills
• Flexibility to pivot between priorities and adapt to evolving customer and business needs

Qualifications

• Bachelor’s degree in Finance, Business, Computer Science, Information Technology, or a related field
• 6+ years of experience supporting or troubleshooting technical or operational issues within the FinTech industry

Nice to Have

• Experience with Zendesk and/or Salesforce Service Cloud
• Familiarity with APIs, AWS, and serverless technologies
• Comfort working with Slack, JIRA, and Confluence

Skills

* Required skills

Benefits