Senior Technical Support Analyst presso Ridgeline

Are you passionate about delivering best-in-class customer support and turning complex challenges into meaningful solutions? Do you excel at diagnosing technical issues, optimizing workflows, and ensuring customers feel confident and supported? Do you thrive in a collaborative environment where you can partner with engineering teams, third-party providers, and customers alike? If so, we invite you to be a part of our innovative team.

As a Technical Support Analyst at Ridgeline, you will be on the front lines of our customer experience, playing a vital role in helping our customers troubleshoot and resolve issues in real time. Your primary mission will be to ensure that users of Ridgeline’s cutting-edge investment management SaaS platform experience fast, clear, and effective support. In this role, you’ll interact directly with customers, internal engineering teams, and external partners to investigate bugs, resolve operational issues, and enhance the support experience. You’ll be using AI-enhanced tools—including ChatGPT and other AI platforms—to improve ticket resolution times and strengthen documentation processes. Your contributions will build confidence in Ridgeline’s platform and drive long-term customer trust and satisfaction.

What will you do?

• Serve as a trusted escalation point, taking ownership of complex customer issues and driving them to resolution with speed, accuracy, and care

• Interact directly with Ridgeline customers via live chat and Zendesk tickets to understand and resolve technical and workflow challenges within the Ridgeline environment, with a focus on back-office functions such as reconciliation, reporting, and accounting

• Partner with Ridgeline’s engineering and product management teams to investigate bugs, advocate for customer enhancements, and influence product direction

• Develop deep subject matter expertise across multiple aspects of the Ridgeline system, becoming a go-to resource for both customers and colleagues

• Mentor and coach junior team members, sharing knowledge and reinforcing best practices as the organization scales

• Identify patterns in customer issues, contributing to process improvements, knowledge base content, and scalable support solutions

• Collaborate cross-functionally to ensure every customer interaction delivers best-in-class service, building trust and long-term confidence in Ridgeline

• Champion Ridgeline’s Core Values and maintain a Security-First mindset in all customer and internal interactions

Desired Skills and Experience

• Bachelor’s degree in Business, Computer Science, Information Technology, or a related field

• 5+ years of experience troubleshooting operational customer issues within the FinTech industry (e.g., trading, reconciliation, reporting, billing) or performing comparable operational workflows

• Strong knowledge of investment management operations workflows, security types, and financial market concepts

• Demonstrated expertise in data reconciliation workflows and analysis

• Proven ability to handle complex customer escalations with patience, professionalism, and poise

• A flexible mindset, with the ability to pivot quickly between tasks and adjust to evolving customer or business needs

• Aptitude and ability for learning new technologies and technical skills quickly

• Excellent verbal and written communication skills

Bonus:

• Experience with Zendesk and/or Salesforce Service Cloud

• Understanding of Infrastructure as a Service cloud providers such as AWS

• Comfortable working with Slack, JIRA, and Confluence

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.

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

The cash compensation amount for this role is targeted at $85,000-$110,000. 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. Please check out our Careers page for a more comprehensive overview of our perks and benefits.

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