Datafeed Solutions - Specialist

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: