Senior Technical Support Analyst, Back Office

Senior Technical Support Analyst, Back Office

New York, NY

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.

• 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.

• 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 Fin Tech 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…