Senior Technical Specialist - AI and Enterprise Applications

LSEG is rapidly expanding its portfolio of AI-powered products and services, delivering innovative solutions that help customers and colleagues access insights, streamline workflows, and make informed decisions. As adoption of these technologies continues to grow, so does the need for specialized support expertise. As a Senior Technical Specialist - AI and Enterprise Applications, you will provide expert-level support for both AI-enabled and non-AI enterprise applications, serving as a key escalation point for complex issues. You will collaborate closely with customers, colleagues, product teams, and engineers to troubleshoot problems, drive resolution, and continuously improve the support experience.

Responsibilities

Act as the senior escalation point for complex application support issues that cannot be resolved through standard support channels; Investigate, troubleshoot, and resolve incidents across AI-enabled and enterprise applications; Troubleshoot AI-specific issues, including response quality, prompt execution failures, model output inconsistencies, retrieval and context issues, knowledge-source availability, and AI service integration failures; Ensure accurate case documentation, timely updates, and resolution within SLAs; Perform root cause analysis and coordinate resolution across multiple teams; Diagnose and resolve complex issues across authentication and identity management, authorization and access permissions, data connectivity and retrieval, application integrations and APIs, and user interface and user experience; Support integrations between AI solutions and enterprise systems; Analyze system dependencies across cloud services, authentication services, application platforms, and enterprise workflows; Assist customers and stakeholders in understanding AI workflows, prompt engineering concepts, grounding mechanisms, and responsible AI practices; Serve as a trusted advisor for AI-powered products and enterprise solutions; Provide professional and proactive support to external customers and internal users; Communicate technical concepts clearly to technical and non-technical audiences; Manage customer expectations throughout the support lifecycle; Develop and maintain knowledge articles, troubleshooting guides, FAQs, and support documentation; Identify recurring issues and contribute to permanent resolutions with Product and Engineering teams; Support onboarding and user enablement activities; Provide actionable feedback to Product, Engineering, Data, and Service Management teams; Partner with access management, licensing, and entitlement teams to resolve access issues; Participate in incident and service reviews and operational improvement initiatives; Track and analyse operational metrics, including case volumes, resolution times, customer satisfaction, and recurring issue trends; Share best practices and mentor colleagues within the support organization

Requirements

Experience in a customer-facing technical support or service management role, ideally within a SaaS, data, or financial technology environment; Solid understanding of AI concepts, including Large Language Models (LLMs), Generative AI applications, AI agents and orchestration, prompt engineering principles, tool-calling frameworks and MCP concepts, and retrieval and grounding approaches; Understanding of prompt design, context management, and retrieval mechanisms; Awareness of Responsible AI, privacy, security, and governance considerations; Strong analytical and troubleshooting skills, with the ability to isolate root causes across authentication, data access, UI, and integration layers; Interpretation of logs, telemetry, error codes, and system diagnostics; Excellent written and verbal communication skills; Familiarity with case management platforms (e.g., Salesforce Service Cloud, ServiceNow); Experience working with authentication and entitlement systems (SSO, OAuth, OIDC, or similar)

Nice to have

Core competencies: AI Product Knowledge; Enterprise Systems Integration; Root Cause Analysis; Technical Troubleshooting; Critical Thinking; Customer Obsession; Cross-Functional Collaboration; Problem Solving; Communication and Stakeholder Management; Continuous Learning and Adaptability

Benefits

Healthcare; Retirement planning; Paid volunteering days; Wellbeing initiatives