Senior Technical Support Analyst, Back Office at Ridgeline

Are you a back-office operations expert with deep experience in reconciliation, portfolio accounting, and investment management workflows? Do you thrive in fast-paced environments where you can resolve complex operational challenges and partner directly with customers to ensure seamless start-of-day processes? Are you energized by working across reconciliation, accounting, custodial integrations, and reporting workflows to deliver exceptional SaaS support while taking true ownership of outcomes? If so, we invite you to be a part of our innovative team. As a Senior Technical Support Analyst, Back-Office at Ridgeline, you will serve as a trusted partner to our investment management clients, supporting the full spectrum of back-office workflows—from start-of-day reconciliation and portfolio accounting to data integrations, corporate actions, and report building. You will play a critical role in ensuring operational continuity for our customers, proactively identifying and resolving issues across custodial feeds, accounting logic, and reporting outputs. In our progressive, cloud-native environment, you will leverage modern SaaS tooling and AI technologies—including ChatGPT—to enhance investigation efficiency, knowledge sharing, and customer outcomes, directly impacting client satisfaction and platform reliability. 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: • Provide start-of-day operational support beginning at 7am EST to ensure customers successfully reconcile portfolios, positions, cash, and transactions without disruption • Investigate and resolve complex reconciliation breaks across custodial data, market data, security masters, and accounting workflows • Support customers across all back-office functions including portfolio accounting, corporate actions, performance inputs, and financial report generation • Engage directly with customers via live chat and ticketing platforms to understand challenges and deliver timely, high-quality solutions • Analyze inbound and outbound custodial data files and collaborate with third-party providers to troubleshoot formatting, transmission, and integration issues • Partner with Engineering and Product teams to drive durable fixes for recurring issues and strengthen operational workflows • Develop deep expertise in Ridgeline’s accounting engine, reconciliation processes, reporting framework, and data architecture • Build custom and standard reports to help customers validate data accuracy and operational outputs • Communicate transparently with stakeholders during escalations, setting clear expectations and providing timely updates • Contribute to documentation and knowledge-sharing initiatives that empower both customers and internal teams • Mentor team members and foster a collaborative, learning-oriented environment rooted in accountability and shared success • Embody a security-first mindset and maintain strong operational controls across customer environments • Own problems end-to-end and drive continuous process improvements with a growth mindset • Lead through influence by modeling resilience, curiosity, and a commitment to operational excellence What we look for: • Bachelor’s degree in Business, Computer Science, Information Technology, Finance, or related field • 5+ years of experience supporting or implementing back-office workflows within the FinTech or investment management industry • Strong knowledge of reconciliation processes including positions, cash, transactions, and pricing • Expertise in portfolio accounting concepts, custodial data feeds, and corporate actions • Experience building or validating financial and operational reports • Familiarity with portfolio management, accounting, or reconciliation systems • Demonstrated ability to handle customer escalations with patience, professionalism, and clarity • Understanding of cloud-based SaaS environments and Infrastructure as a Service platforms such as AWS • Willingness to learn modern AI-enabled tools to enhance productivity and customer outcomes • Strong analytical and problem-solving skills • Excellent verbal and written communication skills • Serious interest in having fun at work Bonus: • Experience supporting enterprise SaaS platforms in a high-growth environment • Familiarity with SQL or data query tools to assist in reconciliation and reporting analysis • Experience working with custodians and third-party data providers About RidgelineRidgeline 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: [Upgrade to PRO to see link] 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. Please check out our Careers page for a more comprehensive overview of our perks and benefits. #LI-Hybrid