ENTERPRISE SUPPORT SPECIALIST- REAL TIME

Position Summary

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 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 Responsibilities

• Provide engineering expertise on non-complex products and small number of sophisticated products
• Provide 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 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 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 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. Solid understanding of server OS (Windows server/Linux/Unix and virtualization platforms
• Strong 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 team
• University 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 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.