Technical Support Lead

Are you a detail-oriented professional with deep experience supporting trading and investment operations workflows? Do you thrive in a fast-paced, high-impact environment and enjoy owning time-sensitive issues from triage to resolution? Are you excited to deliver high-quality support to global customers while working independently during off-peak hours? If so, we invite you to be a part of our innovative team. Ridgeline is hiring Trading & Start-of-Day Support Analysts in Dublin to support our growing global customer base. This hybrid role combines front-office trading support during U.S. overnight hours with early-morning reconciliation and operational readiness typically handled by U.S.-based teams. You’ll play a critical role in ensuring uninterrupted trading operations and a smooth start to the trading day across APAC, EMEA, and North America. Working directly with customers and cross-functional teams - including engineering and product - you’ll investigate, triage, and resolve issues in a production environment. You’ll also contribute to improving and scaling operational workflows while using cutting-edge tools, including AI technologies like ChatGPT. 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. Schedule: 5:00am-2:00pm. Dublin time, Monday - Friday. This role follows an early schedule to support global customers You must be permitted to work in Ireland, including under EU work authorization, without the need for employer sponsorship. The impact you will have: • Provide real-time support for Ridgeline customers trading in APAC and EMEA markets during U.S. overnight hours • Investigate and resolve urgent trading, market data, and integration issues affecting front-office workflows • Engage directly with traders, portfolio managers, and compliance teams to troubleshoot trading issues with calm and clarity • Deliver start-of-day support by validating reconciliation and ensuring operational readiness for customers • Analyze and resolve data issues across custodians, brokers, DTCC, and other third-party sources • Collaborate with engineering to improve and scale reconciliation and start-of-day workflows • Own customer issues end-to-end, delivering clear communication and effective resolution • Contribute to documentation, transparency, and continuous improvement across the support team • Mentor peers and help build a strong support culture rooted in ownership and problem-solving What we look for: • 8+ years of experience supporting or implementing trading, portfolio accounting, or reconciliation systems • Strong knowledge of investment operations, including trading workflows and market data integration • Hands-on experience with FIX, SWIFT, DTCC, CTM or other industry-standard data formats • Excellent problem-solving skills in fast-paced, production environments • Proven ability to engage with customers professionally and effectively under pressure • Comfortable working independently during hours with limited overlap with U.S. teams • Strong written and verbal communication skills • Curiosity and desire to understand how complex systems and data work together Bonus: • Experience with portfolio management or reconciliation platforms • Familiarity with Zendesk, Slack, Salesforce, Confluence, or JIRA • Understanding of cloud technologies, APIs, or serverless architectures (e.g., AWS) • Experience supporting customers across global time zones About Ridgeline Ridgeline is headquartered in Lake Tahoe, with offices in New York, Reno, the Bay Area, Dublin Ireland. Ridgeline is recognized by Fast Company as a “Best Workplace for Innovators,” by Frost & Sullivan as a “Technology Innovation Leader,” and by The Software Report as a “Top 100 Software Company.” 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. #LI-Hybrid