Overnight Trading Support Analyst

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, particularly during the quiet hours of the night? 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 an Overnight 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, and Ridgeline’s engineering teams to troubleshoot issues and deliver best in class customer service. Your focus will be on supporting Ridgeline customers with all aspects related to their international trading efforts in the APAC and EMEA markets, ensuring uninterrupted service during overnight hours.

This role requires 2nd or 3rd shift working hours (Sunday through Thursday):

• 2nd shift is from 4pm-12am (PST)
• 3rd shift is from 11pm-7am (PST)

What will you do?

• Provide overnight 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
• Interact directly with customers via Zendesk 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.
• 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, often as one of the sole company representatives during the overnight shift, and uphold Ridgeline's core values.
• Passion for customer service
• Excellent verbal and written communication skills

Bonus:

• Experience with Zendesk 
• 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 industry cloud platform for investment management. It was founded by visionary tech entrepreneur Dave Duffield (co-founder of both PeopleSoft and Workday) to apply his successful formula of solving operational business challenges with bold innovation and human connectivity to the unique needs of the investment management industry. 

Ridgeline started with a clean sheet of paper and a deep bench of experts bound by a set of core values and motivated to revolutionize an industry underserved by its current tech offerings. We are building a new, modern platform in the public cloud, purpose-built for the investment management industry and we are prioritizing security, agility, and usability to empower business like never before.

With a growing campus in Reno and offices in New York, Lake Tahoe, and the Bay Area