Client Support Analyst II
Ripple
Job Description
At Ripple, we’re building a world where value moves like information does today. It’s big, it’s bold, and we’re already doing it. Through our crypto solutions for financial institutions, businesses, governments and developers, we are improving the global financial system and creating greater economic fairness and opportunity for more people, in more places around the world. And we get to do the best work of our career and grow our skills surrounded by colleagues who have our backs.
If you’re ready to see your impact and unlock incredible career growth opportunities, join us, and build real world value.
THE WORK:
Ripple Treasury (formerly GTreasury) is the leading innovator of integrated SaaS treasury and risk management solutions for the digital treasurer. Developed using the latest technology, Ripple Treasury helps empower organizations on their path to strategic treasury, by enabling total visibility into their cash, liquidity, payments and financial risk management.
We are currently seeking a Client Support Analyst II to work on the technical side of client support. The role will act as the second-line of support handling more complex issues than Tier 1, helping to bring problems to resolution in a quick and professional manner. You will also work with other teams to resolve issues and deliver solutions to the clients. This position is the last point of escalation before the issue is escalated to the Development Operations team for assistance.
WHAT YOU’LL DO:
- Act as Tier 1 Support, ensuring every client interaction is responsive, knowledgeable, and solution-focused
- Troubleshoot and resolve issues with urgency and clarity, keeping clients informed every step of the way
- Prioritize and manage incoming requests to consistently meet SLAs and exceed expectations
- Diagnose and resolve issues related to payment formats and extracts, connectivity (inbound/outbound), and Alliance Lite 2
- Manage RSA and Symantec credentials
- Partner with Customer Success, Account Managers and Solutions teams to tackle nuanced client challenges and ensure clients are successfully onboarded and transitioned to Client Support
- Escalate to Development with clear, well-documented insights when deeper investigation is needed
- Identify trends in client issues and provide actionable feedback to drive product and process improvements
WHAT YOU'LL BRING:
- Direct experience in B2B technical support, ideally in a SaaS environment
- Comfort working with APIs, bank connectivity, and payment formats
- Strong troubleshooting skills with the ability to interpret logs and navigate complex systems
- Working knowledge of SQL and reporting tools; experience with RSA, Symantec, or similar tools is a plus
- Familiarity with treasury, banking, or accounting concepts (a big advantage)
- Confidence operating in ambiguity—especially when documentation is limited
- A proactive mindset with a passion for continuous learning and improvement
WHO WE ARE:
Do Your Best Work
- The opportunity to build in a fast-paced start-up environment with experienced industry leaders
- A learning environment where you can dive deep into the latest technologies and make an impact. A professional development budget to support other modes of learning.
- Thrive in an environment where no matter what race, ethnicity, gender, origin, or culture they identify with, every employee is a respected, valued, and empowered part of the team.
- In-office collaboration for moments that matter is important to our culture, and we give managers and teams the flexibility to decide which 10+ days a month they come in.
- Bi-weekly all-company meeting - business updates and ask me anything style discussion with our Leadership Team
- We come together for moments that matter which include team offsites, team bonding activities, happy hours and more!
Take Control of Your Finances
- Competitive salary, bonuses, and equity
- Competitive benefits that cover physical and mental healthcare, retirement, family forming, and family support
- Employee giving match
- Mobile phone stipend
Take Care of Yourself
- R&R days so you can rest and recharge
- Generous wellness reimbursement and weekly onsite & virtual programming
- Generous vacation policy - work with your manager to take time off when you need it
- Industry-leading parental leave policies. Family planning benefits.
- Catered lunches, fully-stocked kitchens with premium snacks/beverages, and plenty of fun events
Benefits listed above are for full-time employees.