Platform Support Specialist

Insight Global; Chicago (IL); On-site; USD 93,000 - 146,000; Full time

Job summary

The Platform Support Specialist at Cboe will support Cboe Data Vantage market data and analytics platforms, including DataShop/LiveVol, Silexx, Hanweck and Cboe Global Indices. You’ll own escalated cases, lead incident coordination, and drive root-cause fixes in a fast-paced, AI-enhanced environment.

Based in London, you will work with Product and Platform Support teams across time zones, contribute to runbooks, and mentor junior staff while ensuring top-tier service for professional market

Qualifications

• Bachelor’s degree or higher.
• 2–5 years in securities-related or technical support.
• Knowledge of financial market equity and derivatives products.
• Experience monitoring and supporting production, mission-critical market data systems.
• Familiarity with the FIX protocol and order lifecycle workflows.
• Proficiency with Linux and Windows, and SQL.
• Ability to use AI tooling while verifying outputs.
• Experience with root-cause analysis and incident management.
• Fluency with AI assistant for productivity.

Responsibilities

• Lead investigation of complex platform issues via log analysis and SQL.
• Own escalated cases through to resolution and distinguish customer misuse from platform defect.
• Coordinate incident management across teams and conduct post-incident reviews.
• Participate in P1, P2 and Code Red events, leading when Tier 3 coverage is unavailable.
• Handle advanced customer conversations and validate explanations before sending.
• Support Data Vantage teams with data and order-type behavior requests; assist third-party clients.
• Data mining and research using SQL, UNIX shell and proprietary tools.
• Maintain platform health: startup/shutdown, dashboards, alerts, and backups; draft runbooks and notices.
• Mentor Tier 1 through shadowing and knowledge transfer sessions.

Skills

SQL

UNIX shell

Linux

Python

Java

C#

Scripting

Financial markets knowledge

Troubleshooting

Education

Bachelor's degree or higher

Tools

FIX protocol tooling

Cboe proprietary tools

Job description

Job Description

Data Vantage team is hiring a Platform Support Specialist in London.

The Platform Support Specialist at Cboe will support Cboe’s Data Vantage market data and analytics platforms and related systems: DataShop/LiveVol, Silexx, Hanweck and Cboe Global Indices. These are real-time systems actively used by the most demanding professional market participants. This is the role that owns the hard ones: you will lead the investigation of complex platform issues, own escalated cases through to resolution, run incident coordination and post-incident review, and turn root cause into permanent fixes. The problems are challenging but rewarding, and we look forward to hearing from you if you feel up to the task.

We’re an AI-forward team. You’ll be encouraged to use the AI assistant provided by Cboe, and you will help set the standard for how the team uses it. Every associate here carries at least one AI-related goal. We care that you understand the answer and can stand behind it, not which tool helped you get there.

Location: London. 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.

In this role you’ll be responsible for:

• 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.

Skills and Requirements

• The equivalent of a bachelor’s degree or higher.
• Two to five years in a securities related or technical support position.
• Knowledge of financial market equity and derivatives products.
• Experience monitoring and supporting production, mission-critical market data systems.
• Familiarity with the FIX protocol and a strong understanding of order lifecycle workflows.
• Proficiency with Linux and Windows, and general comfort with SQL.
• The judgement to know when to decide and when to elevate.
• 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.
• A track record of taking a recurring incident and removing its root cause for good.
• Fluency with the AI assistant of your choice, used to remove repetitive work rather than just to answer questions.
• Version control and Git workflows for operational scripts and tooling.
• Experience with market data dissemination platforms, and knowledge of market data delivery including multicast transmission.
• 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 mentoring or coaching less experienced colleagues.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].