SpiderRock · 3 hours ago
Data Client Support Analyst
Chicago, IL
Full-time
Onsite
Entry, Mid Level
$75K/yr - $95K/yr
2+ years expSpiderRock is a company that provides advanced technical support to clients using their historical datasets and analytics products. The Data Client Support Analyst will be responsible for diagnosing client issues, collaborating with various teams to ensure data delivery, and maintaining documentation for client inquiries.
Telecom & CommunicationsFinancePaymentsInformation TechnologyFinancial ServicesInternet
Responsibilities
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, SpiderRock’s high performance real-time options market data interface
Troubleshoot API connectivity, usage, and performance issues using REST and WebSocket 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 DevOps 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
Qualification
Required
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
Strong SQL skills (querying, troubleshooting data discrepancies)
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 WebSocket APIs
Ability to test endpoints using tools like Postman, curl, or equivalent
Understanding of authentication methods (tokens, keys, OAuth)
Ability to interpret API responses, errors, and rate-limits
Basic scripting using Python, Bash, or PowerShell
Ability to work with automated ingestion or file management scripts
Familiarity with AWS (S3, EC2, IAM), or similar cloud environments
Basic Snowflake knowledge (desirable)
Understanding of networking concepts (latency, connectivity, firewalls)
Ability to resolve issues in a timely manner
Ability to prioritize workload in an efficient manner
Experience with DevOps tools such as Jira and Confluence
Excellent communication and organizational skills, team player, and collaboration with other groups
Professional and motivated attitude
Strong interpersonal skills and ability to manage multiple issues in a fast-paced, high pressure technology environment
Independent self-starter and strong attention to detail
Benefits
Health insurance (medical, dental, vision)
Voluntary ancillary plans (Life & AD&D, Short-Term Disability, Long-Term Disability, Critical Accident and Critical Illness)
Discounted pet insurance
Progressive time off benefits (unlimited PTO, maternity leave, paternal leave)
Wellness programs
Zen Den for meditation, naps, nursing, or just to decompress
Access to unlimited snacks and beverages in our lounge area
Monthly, Quarterly, and Semi-Annual company sponsored events
401K Safe Harbor Plan and Match
Onsite gym membership
Divvy bike access
A fun and collaborative environment
Company
SpiderRock
SpiderRock is a leading provider of advanced trading, risk management, and data solutions for global derivatives markets.
51-200 employees
H1B Sponsorship
SpiderRock has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (3)
2023 (2)
2022 (3)
Funding
Current Stage
Growth StageLeadership Team
Craig Iseli
Chief Operating Officer
Company data provided by crunchbase