Client Support Analyst

Responsibilities

• Act as the primary Tier 1 support contact for clients using Ripple Treasury's SaaS treasury and risk management software
• Troubleshoot and resolve technical issues related to payment formats, extracts, and inbound/outbound connectivity
• Manage RSA and Symantec credentials to ensure secure operations
• Prioritize incoming requests to meet SLAs and maintain high-quality client relationships
• Partner with Customer Success, Account Managers, and Solutions teams to support client onboarding and transitions
• Escalate complex issues to the Development team with clear, well-documented technical insights
• Identify and report on client issue trends to drive product and process improvements

Requirements

• Experience in B2B technical support, ideally within a SaaS environment
• Proficiency working with APIs, bank connectivity, and various payment formats
• Strong analytical and problem-solving skills to identify root causes in fast-paced environments
• Ability to operate effectively in ambiguous situations with limited documentation
• Excellent communication skills for delivering responsive and professional client support

Preferred Qualifications

• Familiarity with treasury, banking, or accounting concepts
• Experience managing technical credentials and security protocols

Benefits

• Competitive salary, bonuses, and equity
• Comprehensive benefits covering physical and mental healthcare, retirement, and family support
• Generous vacation policy and R&R days
• Professional development budget to support continuous learning
• Hybrid work flexibility with in-office collaboration

About the Company

Ripple is building a world where value moves like information does today. 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.