Senior Technical Support Analyst

Senior Technical Support Analyst

Are you passionate about delivering best-in-class customer support and turning complex challenges into meaningful solutions? Do you thrive in fast-paced support environments and enjoy helping customers navigate intricate workflows across front, middle, and back office functions? Do you excel at diagnosing technical issues, optimizing processes, and ensuring customers feel confident and supported? If so, we invite you to be a part of our innovative team.

As a Senior Technical Support Analyst at Ridgeline, you'll be a vital member of our Customer Experience team, working at the intersection of customer success and technical operations. You will lead critical support efforts, particularly within trading and reconciliation workflows, and ensure our customers operate seamlessly throughout their trading day. You will collaborate closely with engineering and product teams to resolve complex issues, advocate for customer needs, and contribute to scalable support solutions. In this role, you will also leverage cutting-edge technologies—including AI tools like ChatGPT—to continuously improve issue resolution speed, customer satisfaction, and team efficiency.

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:

• Own and resolve complex, high-priority customer issues with confidence, professionalism, and urgency
• Interact directly with customers through chat and ticketing systems to resolve technical and workflow problems across Ridgeline's platform
• Provide real-time operational support for trading and reconciliation, ensuring customer activities are uninterrupted throughout the day
• Partner with engineering and product teams to investigate bugs and suggest impactful product enhancements
• Build strong relationships with traders, portfolio managers, and operations teams to understand their needs and deliver tailored support
• Identify trends in support issues and drive process improvements and scalable solutions
• Develop deep platform expertise and act as a go-to resource for colleagues and customers
• Coach junior team members, fostering a culture of learning and knowledge sharing
• Leverage AI and automation tools to scale support efficiency and identify trends
• Uphold Ridgeline's core values, especially ownership, resilience, and transparency, in every customer interaction

What we look for:

• 6+ years supporting technical or operational issues in FinTech, especially within OMS/EMS, reconciliation, trading, or accounting systems
• Strong understanding of investment management operations, financial instruments, and market concepts
• Experience with trading and reconciliation workflows and industry file formats (FIX, SWIFT, DTCC CTM)
• Proven problem-solving skills with the ability to calmly manage complex customer escalations
• Ability to communicate clearly and collaborate across technical and non-technical teams
• Aptitude for quickly learning new tools, platforms, and technical skills
• Familiarity with tools like Zendesk, Jira, Slack, and Confluence
• Passion for continuous improvement and customer delight
• Willingness to explore and implement emerging technologies to drive operational excellence

Bonus:

• Experience with Zendesk and/or Salesforce Service Cloud
• Exposure to APIs, AWS, or serverless architectures
• Understanding of SaaS platforms and agile environments

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, Ridgeline is proud to have built a fast-growing, people-first company that has been recognized by Fast Company as a "Best Workplace for Innovators," by The Software Report as a "Top 100 Software Company," and by Forbes as one of "America's Best Startup Employers."

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

Compensation and Benefits

The cash compensation amount for this role is targeted at $115,000-$125,000. 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, 100% of 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.