Platform Support Specialist

Overview

In this role you support the Data Vantage market data and analytics platforms, owning complex incidents from investigation through resolution. You will coordinate cross-team response, perform post-incident reviews, and turn root causes into durable fixes. You’ll work in an AI-forward environment, using AI tools while ensuring outputs remain accurate for customers. The position sits within the Product and Platform Support teams in London, with a focus on delivering reliable, high-performing market data services to demanding professionals.

Pay / Benefits

• Competitive salary
• Comprehensive private medical insurance for employees and families
• Private GP service
• Life and long-term illness insurance
• Enhanced paid parental and adoption leave
• Pensions contribution up to 7% of base salary

Responsibilities

• Lead investigations of complex platform issues via log analysis, data validation, API and FIX behavior review, and UNIX/SQL diagnostics
• Own escalated cases through to resolution, distinguishing customer misuse from platform defects
• Coordinate incident management across teams and drive post-incident action tracking
• Participate in and lead P1, P2, and Code Red events when needed
• Engage in advanced customer conversations, validate explanations before communicating
• Support Data Vantage data and order–type behavior requests and assist third-party clients with configuration/troubleshooting
• Assist Data Vantage product management with regulatory/compliance duties
• Data mining and research using SQL, UNIX shell, and proprietary tools
• Daily health checks and monitoring of production, certification, and disaster recovery environments
• Create and maintain runbooks, technical procedures, and notices; conduct knowledge transfer with Tier 1 teams
• Mentor Tier 1 through shadowing, case walkthroughs, and knowledge transfer sessions

Key requirements

• Bachelor-equivalent level education
• 2–5 years in securities-related or technical support
• Knowledge of financial market equity and derivatives products
• Experience supporting production, mission-critical market data systems
• Familiarity with FIX protocol and understanding of order lifecycle workflows
• Proficiency with Linux and Windows; basic SQL skills
• Judgement to decide when to escalate
• Willingness to use AI tooling with verification before production or customer-facing use

• Analytical mindset
• Strong communication with customers and teams
• Problem-solving under pressure
• FIX protocol
• SQL
• Linux

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