Job
Description
Role Overview: You will be part of the Real-Time business within the Data & Analytics Group of the London Stock Exchange group (LSEG), where you will be responsible for providing second level technical support for both deployed and managed services. Your role will involve resolving complex cases directly routed through to you or escalated by colleagues in the frontline support teams. Additionally, you will perform and oversee customer site maintenance and break/fix activities. You will leverage your technical expertise, critical thinking skills, and innovative tools to deliver exceptional customer experiences during each interaction. This role will offer opportunities to develop both technical and soft skills, enhancing your future career prospects. Key Responsibilities: - Provide engineering expertise on non-complex products and a small number of complex products. - Offer second level support for problem resolution, including replicating customer issues. - Interface with operations groups, product support groups, and development groups. - Perform/oversee customer site break/fix activities remotely or dispatch to site when required, using global consistent methodologies and tools. - Support alpha and beta programs. - Act as an expert to provide high-quality advice about the assigned products to internal stakeholders and 3rd party engineers. - Maintain awareness of technical and product trends through self-learning, training classes, and job shadowing. - Maintain site documentation. - Provide feedback to development and qualification teams. - Escalate major, elusive, or recurrent issues that affect customer satisfaction. - Support pre-sales teams in providing demonstrations and advice on architectural design, functionality, and integration aspects. - Identify gaps and make recommendations to enhance the support process. Qualifications Required: - 4+ years of experience in a technical support or client-facing role within the real-time market data or financial technology domain. - Strong understanding of market data systems, data feeds, and API integrations. - Excellent troubleshooting skills and the ability to analyze and resolve complex technical issues. - Exceptional communication skills - both written and verbal - with a customer-first mindset. - Experience working with cross-functional teams including engineering, product, and sales. - Proven ability to create clear, concise, and helpful documentation. - Comfortable working in a fast-paced, high-stakes environment. - University Degree in information technology, or relevant experience coupled with industry standard certifications on operating systems, networking, etc. - Relevant Certifications (e.g., CompTIA server, network, CCNA or equivalent) are a plus. - Familiarity with financial instruments, trading systems, or market microstructure. - Experience with tools like Jira, Confluence, Salesforce, or similar CRM/ticketing systems. - Knowledge of scripting or querying languages (e.g., Python, SQL) is a plus. - Prior experience in onboarding and training enterprise clients. Additional Company Details: London Stock Exchange Group (LSEG) is a leading global financial markets infrastructure and data provider. Their purpose is driving financial stability, empowering economies, and enabling customers to create sustainable growth. LSEG values integrity, partnership, excellence, and change, which underpin their purpose and guide decision-making and everyday actions. Working with LSEG means being part of a dynamic organization across 65 countries, where individuality is valued, diverse workforce is enriched, and new ideas are encouraged. LSEG is committed to sustainability and aims to re-engineer the financial ecosystem to support sustainable economic growth. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days, and wellbeing initiatives. Role Overview: You will be part of the Real-Time business within the Data & Analytics Group of the London Stock Exchange group (LSEG), where you will be responsible for providing second level technical support for both deployed and managed services. Your role will involve resolving complex cases directly routed through to you or escalated by colleagues in the frontline support teams. Additionally, you will perform and oversee customer site maintenance and break/fix activities. You will leverage your technical expertise, critical thinking skills, and innovative tools to deliver exceptional customer experiences during each interaction. This role will offer opportunities to develop both technical and soft skills, enhancing your future career prospects. Key Responsibilities: - Provide engineering expertise on non-complex products and a small number of complex products. - Offer second level support for problem resolution, including replicating customer issues. - Interface with operations groups, product support groups, and development groups. - Perform/oversee custom
