Lead International Trading Support Analyst, Front Office
New
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RidgelineFinTech
Remote, USA, Sunday: 12:00 PM–9:00 PM PT; Monday–Thursday: 1:00 PM–9:00 PM PTFull-TimeLead
Salary$119,500 - $149,000
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Job Details
- Experience
- 8+ years
- Required Skills
- SalesforceSwift
Requirements
- Bachelor’s degree in Business, Computer Science, Information Technology, or related field.
- 8+ years of experience implementing or troubleshooting technical customer issues within the FinTech industry (OMS/EMS, back office, financial accounting).
- Hands-on experience with FinTech Industry File Formats including DTCC CTM, Confirmations, Affirmations, FIX, and SWIFT.
- Experience with portfolio management and/or reconciliation systems.
- Experience handling customer escalations with professional poise.
- Ability to work independently while providing extended-hours support across global markets.
- Aptitude for learning new technologies quickly.
- Excellent verbal and written communication skills.
- Ability to work the required schedule: Sunday 12-9 PM PT, Monday-Thursday 1-9 PM PT.
Responsibilities
- Provide 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.
- Partner closely with Ridgeline's US and Dublin-based support team to provide seamless follow-the-sun coverage, ensuring effective customer handoffs, knowledge sharing, and operational continuity.
- Interact directly with customers via Salesforce tickets to troubleshoot technical challenges, including inbound/outbound data integrations and 3rd party provider workflows.
- Partner with engineering and product management teams to resolve customer bugs and enhancement needs.
- Serve as a subject-matter expert on front office applications and market data, working with portfolio managers, traders, and compliance officers.
- Investigate, assess, and resolve critical system issues independently in high-stakes trading environments.
- Provide mentorship and coaching to team members as the organization scales.
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