Datafeed Solutions - Specialist

The Datafeed Solutions Specialist is a senior technical support role within the Datafeed Solutions Team, focused on resolving complex client issues and managing technical escalations. This role acts as a subject matter expert for Analysts and stakeholders, collaborating closely with Commercial, Product, and Technology teams. Responsibilities include investigating technical problems, supporting incidents and migrations, identifying recurring issues, and contributing to client enablement, knowledge management, and process improvements. The Specialist also prepares the team for emerging technologies such as AI-enabled workflows, MCP, AIRD, and evolving machine-delivery solutions. The successful candidate will gain expertise in datasets, APIs, cloud delivery platforms, data integration technologies, and AI-related support workflows.

The Datafeed Solutions Team supports clients in accessing and integrating datasets via APIs, WebSocket, cloud platforms, and other machine-delivery technologies. The team handles integrations, entitlement management, troubleshooting, onboarding, migrations, usage reviews, and client retention efforts. It also develops technical documentation, automation tools, and client enablement resources in partnership with Commercial, Product, and Technology teams. With members based in Manila and Islamabad, the team provides global support coverage and operational resilience.

Key Responsibilities
- Serve as the technical escalation point for Analysts and clients, delivering advanced troubleshooting and investigation support.
- Diagnose and resolve issues related to APIs, WebSocket, authentication, authorization, entitlements, cloud platforms, connectivity, dataset delivery, and client integrations.
- Manage technical escalations, incidents, outages, migrations, onboarding, and infrastructure changes, coordinating with cross-functional teams.
- Identify recurring or systemic problems and drive escalation and resolution efforts.
- Support emerging technologies including AI-enabled workflows, MCP, AIRD, and related data-delivery platforms.
- Evaluate AI-related issues to determine causes related to prompting, retrieval, configuration, integration, model behavior, products, or datasets.
- Provide technical coaching, training, knowledge transfer, and case guidance to Analysts.
- Develop and maintain troubleshooting guides, knowledge articles, reusable scripts, API examples, developer resources, FAQs, and client enablement materials.
- Offer client and operational feedback to improve products, APIs, support tools, and processes.
- Monitor dataset usage to identify opportunities for enhancing client adoption, engagement, and retention.
- Support workflow prioritization, service management, shift handovers, and business continuity across regional teams.

Required Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, Data Science, or related field, or equivalent experience.
- Experience working directly with clients in a technical support or customer-facing environment, managing inquiries, issue resolution, escalations, and stakeholder communications.
- Proven background in technical support, application support, API support, data support, or client service roles.
- Strong skills in advanced troubleshooting, root cause analysis, and handling complex technical issues.
- Experience providing technical guidance, knowledge transfer, coaching, or training to colleagues.
- Excellent written and verbal communication skills to clearly explain technical information to clients and internal teams.
- Working knowledge of RESTful APIs, HTTP methods, JSON, authentication, authorization, API responses, and common troubleshooting tools.
- Familiarity with databases, SQL, structured data, data integration, and cloud-based delivery technologies.
- Understanding of large language models (LLMs), prompting, retrieval concepts, AI agents, model integration, and structured datasets in AI applications.
- Practical experience supporting, testing, developing, configuring, or troubleshooting AI-enabled applications and workflows.
- Knowledge of Model Context Protocol (MCP) and experience with MCP-based tools, clients, servers, or integrations.
- Ability to analyze and troubleshoot complex technical and AI-related issues, distinguishing between implementation and product or dataset concerns.
- Adaptability to learn new technologies and collaborate effectively with global teams while working independently.
- Willingness to work rotating shifts covering APAC, EMEA, and Americas support hours.

Preferred Qualifications
- Understanding of energy, commodities, financial data, or enterprise data-delivery workflows.
- Proficiency in Python for writing maintainable code, automation, reusable examples, and troubleshooting client integrations.
- Experience with cloud databases, data lakes, and delivery platforms such as Snowflake, Databricks, and AWS.
- Familiarity with WebSocket, cloud data-sharing, certificate management, network, or API integration workflows.
- Experience supporting client implementations, migrations, infrastructure changes, technical onboarding, or production incidents.
- Skilled in creating technical documentation, knowledge articles, client learning materials, or Developer Portal content.
- Knowledge of AIRD or similar AI-ready datasets, data-delivery solutions, or AI-enabled platforms.

Benefits
S&P Global Energy offers comprehensive health and wellness coverage, generous time off, continuous learning opportunities, and financial planning resources including retirement and education programs. The company supports family-friendly perks and provides additional benefits such as retail discounts and referral incentives. Employees benefit from a culture grounded in integrity, discovery, and partnership, working alongside a global team dedicated to advancing essential intelligence in energy and commodities markets.

Join S&P Global Energy to collaborate with diverse teams, develop technical leadership, and contribute to innovative solutions that empower clients worldwide.