Platform Support Specialist

• You will join the Product and Platform Support teams covering the Cboe Data Vantage suite. The role requires working in several UK public holidays, with time off in lieu
• Investigation and incident ownership
• Leading the investigation of complex platform issues through log analysis, data validation, API and FIX behaviour analysis, and SQL and UNIX based diagnostics
• Owning escalated cases through to resolution, and distinguishing customer misuse from platform defect
• Coordinating incident management across teams and conducting post-incident review, driving severity classification and tracking the resulting actions to closure
• Participating in P1, P2 and Code Red events, and leading them when Tier 3 cover is not available.

Customer and product support

• Handling advanced customer conversations and validating the accuracy of customer-facing explanations before they are sent
• Supporting Data Vantage business teams with data and order type behaviour requests and assisting third party clients with configuration and troubleshooting
• Supporting Data Vantage product management, and a defined set of legal, regulatory and compliance duties
• Data mining and research using SQL, a UNIX shell and Cboe proprietary tools.

Platform health and enablement

• Daily system startup, shutdown and health checks across production, certification and disaster recovery; monitoring dashboards, alerts, scheduled jobs and database health
• Creating and maintaining runbooks, job aids and technical procedures, and drafting technical notices and specification updates
• Mentoring Tier 1 through shadowing, case walkthroughs and knowledge transfer sessions

• The equivalent of a bachelor’s degree or higher
• Proficiency with Linux and Windows, and general comfort with SQL
• A willingness to use AI tooling to work faster, paired with the judgement to verify every output before it reaches a customer or a production system
• Experience monitoring and supporting production, mission-critical market data systems
• Knowledge of financial market equity and derivatives products
• Two to five years in a securities related or technical support position
• Familiarity with the FIX protocol and a strong understanding of order lifecycle workflows
• The judgement to know when to decide and when to escalate
• Experience mentoring or coaching less experienced colleagues
• A working knowledge of network and data centre terminology as it relates to customer connectivity and onboarding
• Scripting or programming experience, e.g., SQL, C#, Java or Python
• Experience with market data dissemination platforms, and knowledge of market data delivery including multicast transmission
• Version control and Git workflows for operational scripts and tooling
• Fluency with the AI assistant of your choice, used to remove repetitive work rather than just to answer questions
• A track record of taking a recurring incident and removing its root cause for good