IT Support Specialist, Trading Floor - New York - Ripple

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:
We are seeking a highly experienced and motivated Trading Desk Support Specialist to deliver continuous and exceptional technical support to our trading teams. The role requires an individual who thrives under pressure, is deeply familiar with trading desk technology, and is the primary technical contact for high-performing financial professionals. You will enjoy the outstanding opportunity to assist our world-class trading operations
WHAT YOU'LL DO:

• Front Office Trading Desk Support
  • Provide daily on-site support to Fixed Income and Delta One desks in NYC; occasional travel to Greenwich, CT
  • Start coverage at 6:30am to align with market hours; ensure continuous trader workstation availability
  • Ability to respond to high-severity incidents within strict SLAs, provide root cause analysis, and partner with trading systems teams to prevent recurrence
  • Excellent customer service skills with the ability to prioritize and execute tasks independently while remaining calm under intense pressure
  • Exceptional communication and interpersonal skills with the ability to act as the first point of contact for traders, managing expectations and delivering solutions immediately
  • SME on supporting Windows operating systems and troubleshooting PC hardware
• Trading Desk Technology Asset Management
  • Ensure trading workstations are fully operational and optimized for low-latency performance, with rapid turnaround on replacements or upgrades
  • Maintaining and adding to monitoring automations to stay ahead of issues
  • Maintain an accurate, real-time inventory database of all trading desk assets, including software licenses and entitlements tied to front-office applications
• Enterprise & Trading Application Support
  • Provide hands-on support for traders and desk staff across trading specific apps/systems and core enterprise apps
  • Trading OMS systems (Matrix, GLMX), DealerWeb, CME Brokertec, BBG Terminals, FENICS BGC, Cloud9, Okta, Slack, Google Workspace, Office365, Box, Atlassian suite, Zoom, ConnectWise, Airtable, Azure File Shares
  • POC for all external trading platform support to keep trader specific systems operational
  • Maintain and create automations to monitor trader specific systems in real time
  • Leverage enterprise and trader AI tools to improve front desk daily operations and performance
  • Assist users with access, troubleshooting, and workflow issues across these platforms, escalating to system administrators when back-end changes are required
  • Act as a power user and first point of contact for trading desk staff leveraging these systems in daily workflows
  • Support onboarding and training of new hires on enterprise and trading applications, ensuring smooth ramp-up for front office teams
  • Partner with infrastructure, InfoSec, and IT to coordinate patches, upgrades, and entitlement changes without disrupting trading operations
• Documentation
  • Maintain clear, user-friendly documentation of trading desk support procedures, troubleshooting steps, and quick-reference guides in Confluence
  • Create and update knowledge base articles specifically for front office teams to speed issue resolution and reduce repetitive requests
  • Capture and share lessons learned from major incidents and post-mortems to continuously improve trader support practices
• Scripting & Automation
  • Leverage scripting skills (PowerShell & Python preferred) to automate repetitive desktop support tasks (e.g. workstation setup, log collection, monitoring scripts)
  • Experience designing and implementing Slack bots, chatbots, and/or RPA solutions to streamline trader workflows, enhance user engagement, and improve operational efficiency

WHAT YOU'LL BRING:

• 8+ years of direct experience providing technical support to Front Office trading desks.
• In-depth knowledge of fixed income and delta one products, trading workflows, and market data systems.
• Hands-on experience supporting enterprise SaaS platforms (Google Workspace, Okta, Slack, Atlassian suite, etc.).
• Proficiency with ticketing systems such as Jira Service Desk (or FreshService) and ticket-based workflows.
• Experience with conference room technologies (e.g., Neat, Crestron, Logitech AV systems) and Intune is advantageous.
• Outstanding communication and interpersonal abilities, capable of serving as the initial point of contact for traders, handling expectations and providing solutions promptly.
• Series 99 certification or an equivalent credential is a plus.

For positions that will be based in NY, the annual salary range for this position is below. Actual salaries may vary based on numerous factors including, among other things, an individual applicant's experience and qualifications for the position. This range does not include equity or additional compensation, such as bonuses or commissions.
NY Annual Base Salary Range
$136,000-$155,000 USD
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.
Ripple is an Equal Opportunity Employer. We're committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.