About the Role:

Grade Level (for internal use):

09

The Role

The Datafeed Solutions Specialist is an advanced technical support role within the Datafeed Solutions Team, responsible for resolving complex client issues, managing technical escalations, and serving as a subject matter expert for Analysts and stakeholders.

Working closely with Commercial, Product, and Technology teams, the Specialist investigates technical issues, supports incidents and migrations, identifies recurring problems, and contributes to client enablement, knowledge management, and process improvement initiatives. The role also helps prepare the team for emerging technologies, including AI-enabled workflows, MCP, AIRD, and evolving machine-delivery solutions.

The successful candidate will develop expertise across datasets, APIs, cloud delivery platforms, data integration technologies, and AI-related support workflows.

The Team

The Datafeed Solutions Team enables clients to access, integrate, and use datasets through APIs, WebSocket, cloud platforms, and other machine-delivery technologies.

The team supports integrations, entitlement management, troubleshooting, incidents, migrations, onboarding, usage reviews, and client retention initiatives, while developing technical documentation, automation, and client enablement resources in partnership with Commercial, Product, and Technology teams.

With team members in Manila and Islamabad, the team provides global support coverage and operational resilience.

The Impact

The Datafeed Solutions Specialist enhances the team's ability to resolve complex technical issues, improve client experience, and strengthen technical capabilities across the organization.

As a technical escalation point and mentor, the role supports Analysts through coaching, troubleshooting guidance, and knowledge sharing while driving readiness for new products, technologies, and support responsibilities.

What's in It for You

• Become a trusted technical support partner within S&P Global Energy's Commercial organization.
• Collaborate with clients and cross-functional teams across Commercial, Product, and Technology.
• Build expertise in APIs, cloud platforms, data integration, AI-enabled solutions, MCP, AIRD, and emerging technologies.
• Develop technical leadership through escalation management, mentoring, training, and complex problem solving.
• Contribute to automation, innovation, process improvement, and client enablement initiatives.
• Gain exposure to future career opportunities across Commercial Operations, Client Service Operations, Product, and Technology functions.
  
  

Key Responsibilities

• Serve as the technical escalation point for Analysts and clients, providing advanced troubleshooting and investigation support.
• Diagnose and resolve issues involving APIs, WebSocket, authentication, authorization, entitlements, cloud platforms, connectivity, dataset delivery, and client integrations.
• Manage technical escalations, incidents, outages, migrations, onboarding activities, and infrastructure changes, coordinating with Commercial, Product, and Technology teams.
• Identify recurring or systemic issues and drive appropriate escalation and resolution efforts.
• Support emerging technologies and solutions, including AI-enabled workflows, MCP, AIRD, and related data-delivery platforms.
• Evaluate AI-related concerns to determine whether issues stem from prompting, retrieval, configuration, integration, model behavior, products, or underlying datasets.
• Provide technical coaching, training, knowledge transfer, and case guidance to Analysts.
• Develop and maintain troubleshooting guides, knowledge articles, reusable scripts, API examples, developer resources, FAQs, and client enablement materials.
• Provide client and operational feedback to support enhancements to products, APIs, support tools, and processes.
• Monitor dataset usage and identify opportunities to improve client adoption, engagement, and retention.
• Support workflow prioritization, service management, shift handovers, and business continuity activities across regional teams.
  
  

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, Data Science, or a related discipline, or an equivalent combination of education and relevant professional experience.
• Experience working directly with clients or customers, managing technical inquiries, issue resolution, escalations, and stakeholder communications in a customer-facing environment.
• Relevant experience in technical support, application support, API support, data support, client service, or a comparable technical environment.
• Experience handling complex technical issues, advanced troubleshooting, and client escalations.
• Experience providing technical guidance, knowledge transfer, case coaching, or training to colleagues.
• Strong written and verbal communication skills, with the ability to explain technical information clearly to clients and internal stakeholders.
• Strong analytical, diagnostic, troubleshooting, and root-cause-analysis skills.
• Working knowledge of RESTful APIs, HTTP methods, JSON, authentication, authorization, API responses, and common API troubleshooting tools.
• Familiarity with databases, SQL, structured data, data integration, and cloud-based delivery technologies.
• Familiarity with large language models (LLMs), prompting, retrieval concepts, AI agents, model integration, and structured datasets used in AI-enabled applications.
• Practical experience supporting, testing, developing, configuring, or troubleshooting AI-enabled applications, AI agents, or related workflows.
• Familiarity with Model Context Protocol (MCP), including experience with MCP-based tools, clients, servers, integrations, or supported workflows.
• Ability to analyze and troubleshoot complex technical and AI-related issues, distinguish between implementation and underlying product or dataset concerns, and document investigations, solutions, and best practices effectively.
• Ability to quickly learn new technologies, adapt to evolving products and support requirements, and collaborate effectively with globally distributed teams while working independently when required.
• Ability to work rotating shifts covering APAC, EMEA, and Americas support hours.
  
  

Preferred Qualifications

• Understanding of energy, commodities, financial data, or enterprise data-delivery workflows.
• Proficiency in Python, including the ability to write maintainable code, create reusable examples, automate tasks, and troubleshoot client integrations.
• Working knowledge of cloud databases, data lakes, and delivery platforms such as Snowflake, Databricks, and AWS.
• Experience supporting WebSocket, cloud data-sharing, certificate, network, or API integration workflows.
• Experience supporting client implementations, migrations, infrastructure changes, technical onboarding, or production incidents.
• Experience creating technical documentation, knowledge articles, client learning materials, or Developer Portal content.
• Familiarity with AIRD or similar AI-ready datasets, data-delivery solutions, or AI-enabled platforms.
  
  

About S&P Global Energy
At S&P Global Energy, our comprehensive view of global energy and commodities markets enables our customers to make superior decisions and create long-term, sustainable value. Our four core capabilities are: Platts for news and pricing; CERA for research and advisory; Horizons for energy expansion and sustainability solutions; and Events for industry collaboration.

S&P Global Energy is a division of S&P Global (NYSE: SPGI). S&P Global enables businesses, governments, and individuals with trusted data, expertise, and technology to make decisions with conviction. We are Advancing Essential Intelligence through world-leading benchmarks, data, and insights that customers need in order to plan confidently, act decisively, and thrive economically in a rapidly changing global landscape. Learn more at www.spglobal.com/energy.

What’s In It For You?

Our Mission:

Advancing Essential Intelligence.

Our People:

We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. Join us and help create the critical insights that truly make a difference.

Our Values:

Integrity, Discovery, Partnership

Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.

Benefits:

We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.

Our benefits include: 

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Global Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

Recruitment Fraud Alert:

If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to [email protected]. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, “pre-employment training” or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here.

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Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.  Only electronic job submissions will be considered for employment.  

 

If you need an accommodation during the application process due to a disability, please send an email to: [email protected] and your request will be forwarded to the appropriate person.  
 
US Candidates Only: Know Your Rights: Workplace discrimination is illegal

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20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group)