enterprise support specialist- real time

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Real-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 complex cases directly routed through to us or escalated by our colleagues in the frontline support teams. In addition, we perform and oversee customer site maintenance and break/fix activities.

We leverage our deep technical expertise, critical thinking skills as well as innovative tools and capabilities to manage customer cases, delivering an exceptional customer experience during each interaction. The role is demanding yet rewarding, offering opportunities to develop both technical and soft skills enhancing future career prospects.

Role Purpose:

• To provide second level support to internal stakeholders and 3rd party engineers with regards to LSEG/Refinitiv products & services, and to interact with customers to resolve complex issues.
• To perform/oversee customer site maintenance and break/fix activities.
• The role leverages innovative technologies to ensure global consistency of support tasks

Responsibilities:

• Provide engineering expertise on non-complex products and small number of complex products
• Provide second level support for problem resolution, including replication of 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.
• Provide support for alpha and beta programs.
• Act as experts in their areas to provide high quality advice about the products assigned to internal stakeholders 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.
• Escalate 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 enhance the support process.

Knowledge and skills:

• 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.

Demonstrated ability to work with cross-functional teams including product management, engineering, sales, and operations.

• Excellent presentation, verbal, and written communication skills, with the ability to influence individuals and groups effectively.
• Creative 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. Working knowledge of server OS (Windows server/Linux/Unix and virtualization platforms
• Strong problem management, troubleshooting and analytical skills.
• Ability to work with virtual teams to successfully deliver projects or resolution to escalations.
• Understanding of project management principles.
• Basic level knowledge of financial markets
• Good knowledge of internal systems, processes and technical policies.
• Logical thinker/problem solver who is self-motivated and a strong contributor within a team.
• University Degree in information technology, or relevant experience coupled with industry standard certifications on operating systems, networking etc.
• Strong understanding of TCP/IP, DNS, DHCP, VPN and firewall configuration
• Solid knowledge of server hardware and configuration
• Ability to work independently and in a team in high pressure environments
• 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.

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.

Behavioral Competencies:

• Customer focused.
• Outcome driven.
• Global mindset.
• Innovation champion.

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.

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