Lead International Trading Support Analyst, Front Office

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $119.5k - $149k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Ridgeline

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

💼 Consulting

💸 Finance

☁️ SaaS

Consulting • Finance • SaaS

Ridgeline is a company that offers a cloud-based platform designed for investment management firms. It provides solutions for client engagement, portfolio management, trading, compliance, accounting, and reporting, all integrated into a single AI-enabled platform. Ridgeline aims to enhance operational efficiency, digital transformation, and growth for its customers by consolidating multiple systems into one. The platform is known for its intuitive, scalable, and secure design that supports various financial operations and fosters better management of investor relationships. Ridgeline positions itself as a transformative tool for firms seeking to advance in a competitive industry landscape.

📋 Description

• Provide support to Ridgeline customers to ensure quick resolution of trading and reconciliation issues without interruption • Provide start-of-day support to customers trading on APAC and EMEA markets • Partner with US and Dublin-based support teams for follow-the-sun coverage, customer handoffs, knowledge sharing, and operational continuity • Interact directly with customers via Salesforce tickets to understand and resolve technical challenges • Troubleshoot inbound and outbound data integrations and issues involving third-party providers, formats, and executions • Partner with engineering and product management teams on customer bugs and enhancement needs • Become a subject-matter expert on the Ridgeline application, focusing on Front Office Applications and Market Data • Work with Portfolio Managers, Traders, and Chief Compliance Officers to understand requirements and workflow opportunities • Make real-time decisions affecting customer operations and service delivery across multiple time zones • Independently investigate, assess, and resolve critical system issues affecting trading operations and customer workflows • Handle customer escalations, system failures, and complex trading issues with independent judgment • Ensure compliance with regulatory and operational policies • Mentor and coach team members • Occasionally flex to daytime availability for team on-sites or required trainings

🎯 Requirements

• Bachelor’s degree in Business, Computer Science, Information Technology, or related field of study is listed under Desired Skills and Experience • 8+ years of experience implementing or troubleshooting technical customer issues within the FinTech industry • Hands-on experience with FinTech industry file formats and workflow processes, including DTCC CTM, confirmations, affirmations, FIX, and SWIFT • Experience with portfolio management and/or reconciliation systems • Experience handling customer escalations with patience, poise, and professionalism • Ability to learn new technologies and technical skills quickly • Ability to work independently while providing extended-hours support for global markets • Passion for customer service • Excellent verbal and written communication skills • Experience with Salesforce Service Cloud is a bonus • Experience with Google Apps or MS Office is a bonus • Comfortable working with Slack and JIRA/Confluence is a bonus • Basic understanding of AWS, APIs, and serverless technology is a bonus

🏖️ Benefits

• Company Stock Plan, subject to the applicable Stock Option Agreement • Unlimited vacation • Educational reimbursements • Wellness reimbursements • $0 cost employee insurance plans • Opportunities for career advancement • Opportunity to make an impact on the product