Position SummaryReal-Time is part of Enterprise Data Solutions within the Data & Analytics Group of the London Stock Exchange group (LSEG). The Real-Time business is a significant generator of revenue and is comprised of two core components 'Distribution Technology’ and 'Data’. Our Product portfolio is made up of Deployed & Managed services with our Data offering the broadest content set covering the global marketplace. The Enterprise support specialist team is responsible for providing second level technical support for both deployed and managed services. We work closely with our customers to resolve sophisticated cases directly routed through to us or raised by our colleagues in the frontline support teams. In addition, we perform and lead all aspects of customer site maintenance and break/fix activities.We demonstrate our deep technical expertise, critical thinking skills as well as innovative tools and capabilities to manage customer cases, deliver an outstanding customer experience during each interaction. The role is demanding yet exciting, offering opportunities to develop both technical and soft skills improving future career prospects.Role ResponsibilitiesProvide engineering expertise on non-complex products and small number of sophisticated productsProvide second level support for problem resolution, including replication of customer issues.Work 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.Provide support for alpha and beta programs.Act as experts in their areas to deliver high quality advice about the products assigned to internal partners and 3rd party engineers.Maintain awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing.Maintain site documentation.Provide feedback to development and qualification teams.Call out major, elusive or recurrent issues that affect customer satisfaction.Support pre-sales teams in the provision of demonstrations, and provide advice on architectural design, functionality and integration aspects.Identify gaps and make recommendations to improve the support process.Experience and Skills Required4+ 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 sophisticated technical issues.Outstanding communication skills – both written and verbal – with a customer-first attitude.Experience working with multi-functional teams including engineering, product, and sales.Validated ability to produce clear, concise, and helpful documentation.Comfortable working in a fast-paced, high-stakes environment.Excellent presentation, verbal, and written communication skills, with the ability to influence individuals and groups effectivelyCreative problem solver with strong sales ideation skills and the ability to work to tight deadlines in a high-performance environment.Fully competent in key areas including operating systems, networking technologies, security standards including Unix, Windows system admin and Web services. Solid understanding of server OS (Windows server/Linux/Unix and virtualization platformsStrong problem management, troubleshooting and analytical skills.Ability to work with teams to successfully deliver projects or resolution to critical issues.Understanding of project management principles.LOGICAL thinker/problem solver who is self-motivated and a strong contributor within a teamUniversity Degree in information technology, or relevant experience coupled with industry standard certifications on operating systems, networking etc.Solid understanding of TCP/IP, DNS, DHCP, VPN and firewall configurationSolid knowledge of server hardware and configurationAbility to work independently and in a team in high pressure environmentsRelevant Certifications (e.g. CompTIA server, network, CCNA or equivalent) are a plusFamiliarity 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.Professional Experience:Previous experience in a technical customer support or systems engineering/integration role.Knowledge of LSEG products and the underlying technologies, components, and infrastructure, and supporting and/or integrating them.Experience performing root cause analysis in a customer support environment.Escalation and Incident management.LSEG is committed to encouraging a diverse, equitable, an inclusive work environment, ensuring equal opportunities for all employees, regardless of their background. We offer great employee benefits to make sure everyone performs to the best of their abilities. We offer a hybrid working model.LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.Please take a moment to read this carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, .If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
