Senior Customer Support Analyst

As a Customer Support Analyst at Ridgeline focused on back office support, you will be responsible for supporting SaaS operations as well as investigating and resolving reconciliation 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. You will bring a consultative approach to our customers and build a track record of outstanding service. 

What will you do?

• Provide start of day support to Ridgeline customers beginning at 6am EST to ensure customers can quickly reconcile their data without interruption
• Interact directly with customers via live chat and Zendesk tickets to understand and resolve their technical challenges with the Ridgeline environment and its reconciliation processes. This includes getting your hands dirty with inbound and outbound custodial data integrations, working with 3rd party providers on formats & file delivery, and troubleshooting potential issues within the Ridgeline application.
• Partner with the Ridgeline Engineering team to harden daily operational workflows for beginning-of-day reconciliation
• Partner with Ridgeline’s engineering and product management teams to work through customer bugs & enhancement needs
• Become an expert in all back office aspects of the Ridgeline system
• Think creatively, own problems, seek solutions, and communicate clearly along the way.
• Contribute to a collaborative environment deeply rooted in learning, teaching, and transparency.
• Evangelize Ridgeline’s technology and communicate the value to external stakeholders.
• Provide mentorship and coaching to team members as the organization continues to scale
• Exemplify Ridgeline’s Core Values and Security First Mindset

Desired Skills and Experience

• Bachelor’s degree in Business, Computer Science, Information Technology, or related field of study
• 5+ years of experience implementing or troubleshooting operational customer issues within the FinTech industry (custodial data feeds, start of day reconciliation, market data, etc.)
• Knowledge of investment management operations workflows, security types, and financial market concepts
• Knowledge of portfolio accounting, custodial data, and corporate actions
• Demonstrated expertise in data reconciliation workflows and analysis
• 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
• Understanding of Infrastructure as Service cloud providers such as AWS
• 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 in 2017 by visionary entrepreneur Dave Duffield (co-founder of both PeopleSoft and Workday) to address the unique technology challenges of an industry in need of new thinking. We are building a modern platform in the public cloud, purpose-built for the investment management industry to empower business like never before. 

Headquartered in Lake Tahoe with offices in Reno, Manhattan, 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 LinkedIn as a “Top U.S. Startup,” 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 

[For New York and California Based Only]

The cash compensation amount for this role is targeted at $100,000 to $118,500. 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. Please check out our Careers page for a more comprehensive overview of our perks and benefits.

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