Data Client Support Analyst

The Data Client Support Analyst provides front-line and advanced technical support to clients using Spider Rock’s historical datasets, analytics products, realtime market data services, and the MLink API. This role partners closely with Product, Data Engineering, Quant, Dev Ops, and Infrastructure teams to ensure reliable data delivery, exceptional customer service, and continuous operational improvement. This role will report directly to the Head of Data Client Support.

Serve as the primary point of contact for client inquiries related to historical datasets, analytics files, real-time market data feeds, and the MLink API.

Diagnose and resolve client-reported issues involving data quality, API implementation, file delivery, permissions, and connectivity.

Escalate advanced or high-complexity issues to Product Managers, Quant Engineers, or Development teams, providing clear diagnostics, logs, and reproduction steps.

Collaborate with Network & Infrastructure teams to address real-time data delivery outages or latency issues.

Maintain detailed and accurate Jira tickets for all client issues and internal escalations.

Conduct periodic audits to identify recurring problems, root causes, and improvement opportunities.

Update and maintain internal runbooks covering troubleshooting procedures, system behaviors, and support workflows for historical data and data delivery systems.

Partner with Sales teams to support trial user onboarding and ensure successful technical evaluation.

Provide guidance that helps transition trial users into long-term, fully onboarded clients.

Work with Data Engineering and Product teams to investigate and resolve historical data quality issues and perform backfill or regeneration tasks when required.

Manage client entitlements for historical datasets and communicate entitlement changes or usage updates.

Support new client onboarding by explaining dataset schemas, delivery mechanisms, and recommended usage patterns.

Provide Level 1 and Level 2 support for the MLink API, Spider Rock’s high performance real-time options market data interface.

Troubleshoot API connectivity, usage, and performance issues using REST and Web Socket tools (e.g., Postman).

Participate in QA testing for new API features to validate functionality and data accuracy.

Manage and audit real-time data entitlements to ensure compliance with exchange market data rules.

Collaborate proactively with Dev Ops and Quant teams to address data pipeline issues, schema changes, and infrastructure updates before they impact production systems.

Monitor AWS and Snowflake usage and cost trends; prepare monthly reports highlighting anomalies, risks, and optimization opportunities.

Administer internal access rights for historical databases across AWS and on Prem environments.

Maintain and monitor automated file management processes and basic scripting used to support dataset distribution.

Ensure availability, accuracy, and integrity of historical datasets by monitoring data dependencies and addressing issues promptly.

Review internal operational processes, identify gaps or inefficiencies, and propose improvements to enhance reliability and reduce manual workload.

• 4-year college degree in Finance, Economics, Mathematics or Computer Science or related discipline or equivalent work experience
• Current Series 7 and 63 licenses, a plus but not required to obtain
• Previous financial industry or trading experience a plus
• 2+ years of client support experience is a plus
• Ability to read/interpret logs (application logs, data pipeline logs)
• Understanding of data structures, schemas, and file formats (CSV, Parquet, JSON, etc.)
• Familiarity with statistical or financial datasets (options, equities, market data preferred)
• Working knowledge of REST and Web Socket APIs
• Ability to test endpoints using tools like Postman, curl, or equivalent
• Understanding of authentication methods (tokens, keys, OAuth)
• Ability…