Datafeed Solutions - Specialist

The Datafeed Solutions Specialist is a senior technical support role within the Datafeed Solutions Team, focused on resolving complex client issues, managing escalations, and acting as a subject matter expert for Analysts and stakeholders. This role involves close collaboration with Commercial, Product, and Technology teams to investigate technical problems, support incidents and migrations, identify recurring issues, and contribute to client enablement, knowledge management, and process improvements. The specialist will also prepare the team for emerging technologies such as AI-enabled workflows, MCP, AIRD, and advanced machine-delivery solutions. Expertise will be developed across 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 initiatives.

Key Responsibilities
- Act as the primary 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 systemic or recurring problems and lead escalation and resolution efforts.
- Support emerging technologies including AI-enabled workflows, MCP, AIRD, and related data-delivery platforms.
- Evaluate AI-related concerns, distinguishing issues 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 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, IT, 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 communication in a customer-facing environment.
- Proven background in technical support, application support, API support, data support, or client service roles.
- Strong skills in handling complex technical issues, advanced troubleshooting, and escalation management.
- Experience providing technical guidance, knowledge transfer, coaching, or training to colleagues.
- Excellent written and verbal communication skills, capable of clearly explaining technical information to clients and internal teams.
- Strong 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 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 integrations.
- Ability to analyze and troubleshoot complex technical and AI-related issues, document investigations, solutions, and best practices effectively.
- Adaptability to learn new technologies, evolving products, and support requirements while collaborating with global teams and working independently.
- 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 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, network, or API integration workflows.
- Experience supporting client implementations, migrations, infrastructure changes, technical onboarding, or production incidents.
- Ability to create 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, competitive pay, retirement planning, and financial wellness programs. Family-friendly perks and additional benefits such as retail discounts and referral incentives are also provided. The company fosters a diverse and inclusive workplace, emphasizing integrity, discovery, and partnership. Employees gain exposure to career growth opportunities across Commercial Operations, Client Service Operations, Product, and Technology functions within a global, collaborative environment.