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 position acts as a subject matter expert for Analysts and stakeholders, collaborating closely with Commercial, Product, and Technology teams. The Specialist investigates technical problems, supports incidents and migrations, identifies recurring issues, and contributes to client enablement, knowledge management, and process improvements. Additionally, the role involves preparing the team for emerging technologies such as AI-enabled workflows, MCP, AIRD, and evolving machine-delivery solutions. The successful candidate will develop deep 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, incidents, migrations, onboarding, usage reviews, and client retention efforts. They also develop technical documentation, automation tools, and client enablement resources in partnership with Commercial, Product, and Technology teams. With members located 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 issues and drive escalation and resolution efforts.
- Support emerging technologies including AI-enabled workflows, MCP, AIRD, and related data-delivery platforms.
- Evaluate AI-related concerns to determine if issues arise from 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.
- Deliver client and operational feedback to enhance products, APIs, support tools, and processes.
- Monitor dataset usage to identify opportunities for improving 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 a related field, or equivalent professional experience.
- Experience working directly with clients, managing technical inquiries, issue resolution, escalations, and stakeholder communications in a customer-facing environment.
- Proven background in technical support, application support, API support, data support, or client service roles.
- Skilled in handling complex technical issues, advanced troubleshooting, and client escalations.
- Experience providing technical guidance, knowledge transfer, case coaching, or training to colleagues.
- Strong written and verbal communication skills with the ability to explain technical concepts clearly.
- Excellent analytical, diagnostic, troubleshooting, and root-cause analysis abilities.
- 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.
- Familiarity with Model Context Protocol (MCP) and related tools, clients, servers, and workflows.
- Ability to analyze and troubleshoot complex technical and AI-related issues, document investigations and solutions effectively.
- Adaptability to learn new technologies quickly and collaborate with globally distributed teams.
- Willingness to work rotating shifts covering APAC, EMEA, and Americas support hours.

Preferred Qualifications
- Knowledge of energy, commodities, financial data, or enterprise data-delivery workflows.
- Proficiency in Python for scripting, automation, reusable code, 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, network, or API integration workflows.
- Background in supporting client implementations, migrations, infrastructure changes, onboarding, or production incidents.
- Experience creating technical documentation, knowledge articles, client learning materials, or Developer Portal content.
- Familiarity with 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 support. Family-friendly perks and additional benefits such as retail discounts and referral incentives are also provided. The company fosters a diverse, equitable, and inclusive workplace with a strong commitment to integrity, discovery, and partnership. Employees gain exposure to career growth opportunities across Commercial Operations, Client Service, Product, and Technology functions within a global, collaborative environment.