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 to investigate technical problems, support incidents and migrations, and identify recurring challenges. The Specialist also contributes to client enablement, knowledge management, and process improvements while preparing the team for emerging technologies such as AI-enabled workflows, MCP, AIRD, and evolving machine-delivery solutions. The role requires developing deep expertise in datasets, APIs, cloud delivery platforms, data integration technologies, and AI-related support workflows. The team operates globally with members in Manila and Islamabad, providing comprehensive support for data access, integration, entitlement management, troubleshooting, onboarding, and client retention.

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 activities, and infrastructure changes while coordinating with Commercial, Product, and Technology teams.
- Identify recurring or systemic issues and lead escalation and resolution efforts.
- Support emerging technologies including AI-enabled workflows, MCP, AIRD, and related data-delivery platforms.
- Evaluate AI-related concerns to determine root causes such as prompting, retrieval, configuration, integration, model behavior, product, or dataset issues.
- 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 and identify opportunities to enhance 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 or customers in a technical support or customer-facing environment, managing inquiries, escalations, and stakeholder communications.
- Proven ability to handle complex technical issues, advanced troubleshooting, and client escalations.
- Experience providing technical guidance, knowledge transfer, and training to colleagues.
- Strong written and verbal communication skills with the ability to clearly explain technical concepts to clients and internal teams.
- Excellent analytical, diagnostic, troubleshooting, and root-cause analysis skills.
- 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 used 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, distinguishing between implementation and product or dataset concerns.
- Capacity to quickly learn new technologies, adapt to evolving products, and collaborate effectively with global teams while working independently.
- Willingness to work rotating shifts covering APAC, EMEA, and Americas support hours.

Preferred Qualifications and Benefits
- Understanding of energy, commodities, financial data, or enterprise data-delivery workflows.
- Proficiency in Python for coding, automation, troubleshooting, and creating reusable examples.
- 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.
- Experience supporting client implementations, migrations, infrastructure changes, onboarding, or production incidents.
- Ability to create technical documentation, knowledge articles, client learning materials, or Developer Portal content.
- Knowledge of AIRD or similar AI-ready datasets and AI-enabled platforms.

Benefits include comprehensive health and wellness coverage, generous time off, continuous learning opportunities, financial planning support, family-friendly perks, and various employee discounts. S&P Global Energy fosters a diverse and inclusive workplace, offering global career growth and a culture rooted in integrity, discovery, and partnership.