Lead International Trading Support Analyst, Front Office

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver assistance to Ridgeline clients to ensure swift resolution of trading and reconciliation concerns without disruptions.

• Offer start-of-day support to clients engaged in trading on APAC and EMEA markets.

• Collaborate with support teams based in the US and Dublin for seamless follow-the-sun coverage, customer transitions, knowledge sharing, and operational consistency.

• Engage directly with clients through Salesforce tickets to comprehend and address technical challenges.

• Diagnose inbound and outbound data integrations as well as issues involving third-party providers, formats, and executions.

• Work alongside engineering and product management teams regarding customer bugs and enhancement requests.

• Become a subject-matter expert on the Ridgeline application, with an emphasis on Front Office Applications and Market Data.

• Collaborate with Portfolio Managers, Traders, and Chief Compliance Officers to grasp requirements and identify workflow improvements.

• Make real-time decisions that impact customer operations and service delivery across various time zones.

• Independently investigate, evaluate, and resolve critical system issues that affect trading operations and customer workflows.

• Address customer escalations, system failures, and intricate trading matters using independent judgment.

• Ensure adherence to regulatory and operational policies.

• Provide mentorship and coaching to team members.

• Occasionally adjust to daytime availability for team on-site activities or mandatory training sessions.

⛳️ Requirements

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

• Over 8 years of experience in implementing or troubleshooting technical customer issues within the FinTech sector.

• Practical experience with FinTech industry file formats and workflow processes, such as DTCC CTM, confirmations, affirmations, FIX, and SWIFT.

• Familiarity with portfolio management and/or reconciliation systems.

• Proven experience in managing customer escalations with patience, composure, and professionalism.

• Capability to rapidly acquire new technologies and technical skills.

• Ability to work autonomously while providing extended-hours support for global markets.

• A strong passion for customer service.

• Exceptional verbal and written communication skills.

• Experience with Salesforce Service Cloud is advantageous.

• Familiarity with Google Apps or MS Office is a plus.

• Comfortable using Slack and JIRA/Confluence is a plus.

• Basic understanding of AWS, APIs, and serverless technology is a plus.

🏝️ Benefits

• Company Stock Plan, subject to the applicable Stock Option Agreement.

• Unlimited vacation policy.

• Reimbursements for educational expenses.

• Wellness reimbursement programs.

• Employee insurance plans at no cost.

• Opportunities for career growth and advancement.

• Chance to make a significant impact on the product.