Senior Trading Support Analyst

Are you a customer-focused problem solver who thrives in fast-paced environments and takes pride in turning complex trading challenges into seamless outcomes? Do you enjoy supporting mission-critical workflows across front, middle, and back office functions while building trusted relationships with sophisticated investment management teams? Are you energized by taking full ownership of high-impact issues, collaborating cross-functionally, and ensuring customers start every trading day with confidence? If so, we invite you to be a part of our innovative team.

As a Senior Trading Support Analyst at Ridgeline, you will play a critical role in delivering best-in-class support for our SaaS platform, ensuring customers can operate smoothly throughout the trading day. This role focuses on trading and start-of-day workflows, serving as an escalation point for complex issues while partnering closely with engineering, product, and third-party providers. You will help unblock customers quickly, advocate for their needs, and directly influence product quality and reliability—strengthening Ridgeline’s reputation as a trusted partner in our customers’ success. In this role, you will leverage cutting-edge technologies—including AI tools such as ChatGPT—to enhance productivity, accelerate troubleshooting, and continuously improve the customer support experience.

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.

The impact you will have:

• Serve as a trusted escalation point by owning complex customer issues and 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
• Champion Ridgeline’s core values while maintaining a Security-First mindset in all customer and internal interactions

What we look for:

• 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
• 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

Bonus:

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

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 new hires in this role is listed below. In select locations (including the San Francisco Bay Area, CA and the New York City Metropolitan Area), an alternate range may apply as specified below.

The typical starting salary range for this role is: $94,000 - $118,000.

The typical starting salary range for this role in the San Francisco Bay Area, CA, and the New York City Metropolitan area is: $104,000 - $130,000.

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. 

In addition to the base salary, Ridgeline employees can participate in our Company Stock Plan subject to the applicable Stock Option Agreement. We also offer rich benefits that reflect the kind of organization we want to be: one in which our employees feel valued and are inspired to bring their best selves to work. These include unlimited vacation, educational and wellness reimbursements, and $0 cost employee insurance plans. Please check out our Careers page for a more comprehensive overview of our perks and benefits.

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