Senior Technical Support Analyst

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 supporting our cloud-native SaaS platform, designed for investment management. You'll investigate and resolve customer-reported issues with accuracy and empathy, working across teams to deliver prompt and thoughtful solutions. You will support critical workflows in back-office functions such as reconciliation, reporting, and accounting, helping customers operate smoothly and confidently. This is a high-impact role where you will leverage modern support tools and emerging AI technologies-including ChatGPT-to accelerate issue resolution and deliver scalable solutions.

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.

The impact you have:

• Serve as a trusted escalation point by owning complex customer issues and driving them to resolution with care and urgency

• Interact directly with customers via Zendesk and live chat to diagnose and resolve product and workflow challenges

• Partner with engineering and product teams to identify bugs, contribute feedback, and influence roadmap improvements

• Develop subject matter expertise in back-office investment workflows including reconciliation, performance reporting, and accounting

• Mentor junior team members and help build a learning-focused, knowledge-sharing culture

• Identify patterns across customer cases and contribute to internal tools, documentation, and scalable process enhancements

• Champion Ridgeline's values of ownership, resilience, and transparency in every customer interaction

• Maintain a security-first mindset in all support activities

What we look for:

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

• 3+ years of experience troubleshooting technical and operational issues in FinTech or investment management environments

• Strong working knowledge of investment operations, including reconciliation, security types, portfolio accounting, and financial markets

• Demonstrated ability to analyze complex data sets and resolve technical issues independently

• Proven experience managing customer escalations with professionalism and poise

• Adaptability to shift between tasks and prioritize effectively in a fast-paced environment

• Strong verbal and written communication skills

• Willingness to learn and leverage tools like ChatGPT to enhance efficiency and support scalability

• Serious interest in having fun at work

Bonus:

• Experience with Zendesk and/or Salesforce Service Cloud

• Familiarity with cloud providers like AWS

• Comfort using 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: https://www.ridgelineapps.com/legal/candidate-privacy-policy.

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