Level 1 Support

As the independent Administrator of the Consolidated Tape?Plan, DataCT?LLC ensures the unified administration of Tapes?A,?B,?and?C, supporting transparency and operational efficiency across market data reporting. The Level?1?Support function provides first-line assistance to subscribers and participants, triaging incoming tickets, resolving common inquiries related to access, reporting, billing, and contacts, and escalating complex issues to Operations,?L&RM,?or?Finance as appropriate. This role maintains the support knowledge base and service-level agreements (SLAs), ensuring timely, accurate, and professional responses that uphold DataCT’s commitment to reliability and client satisfaction. This role reports to the Technology Operations Manager.

DataCT operates under the independence, governance, and transparency framework established in the CT Plan and the Administrator RFP. All staff are expected to uphold the independence of the Administrator function, avoid actual or perceived conflicts of interest, and support the governance reporting obligations of the Operating Committee of CT Plan LLC.

Core Responsibilities

• Triage incoming subscriber and participant tickets.

• Resolve common questions on access, reporting, billing, and contacts.

• Escalate complex issues to Operations, L&RM, or Finance as appropriate.

• Maintain support knowledge base and SLAs.

Do you have experience in Ticketing system technical support?, * 2-4 years in technical or operational customer support.

• Familiarity with ticketing systems (Zendesk, Jira, ServiceNow).

• Exposure to market data preferred.

$90,000 - $100,000 a year - Full-time, Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance, * Base Salary Range - $90,000-100,000 (commensurate with experience, qualifications, skills, education, internal equity, and market data).
• Eligible for performance-based incentives consistent with the role level.
• Compensation is set in accordance with the DataCT Resourcing Experience and Expertise Classification Framework.
• Full benefits package including medical, dental, vision, 401(k) with employer match, life insurance, disability coverage, and paid time off.

This position requires regular, in-person physical presence at DataCT’s principal offices in New York City. DataCT’s core staff, CT Plan stakeholders, SIP Processors, auditors, and principal service providers are concentrated in the New York metropolitan area, and on-site collaboration is essential to the Administrator function., DataCT LLC is a Delaware limited liability company headquartered in New York, New York, formed as a single-purpose, independent, member-owned entity to serve as the Administrator of the U.S. Consolidated Tape Plan (the CT Plan). DataCT LLC is responsible for the unified administration of Tapes A, B, and C under the CT Plan, acting on behalf of CT Plan LLC under the Administrator mandate. DataCT is currently engaged under an Interim Services Agreement and is transitioning to the definitive Administrator Services Agreement with CT Plan LLC. The organization is building toward a full operating state of approximately 25 employees and is expected to be fully operational by April 2027.

Equal Opportunity

DataCT LLC is an Equal Opportunity Employer. DataCT is committed to building a diverse and inclusive workforce and does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, and related conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, military or veteran status, marital or familial status, citizenship or immigration status, or any other characteristic protected by applicable federal, state, or local law. DataCT LLC is committed to building a diverse, accountable, and independent organization in service of the CT Plan, its Operating Committee, and the broader U.S. market-data community. The Level 1 Support role is a key contributor to that mission. #hc230732