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.

Key Responsibilities

Technical Support & Incident Management

• 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 concerns, prompt execution failures, model output inconsistencies, retrieval and context-related issues, knowledge-source availability, and integration failures between AI services and connected systems.
• Ensure accurate case documentation, timely updates, and resolution within established service level agreements (SLAs).
• Perform root cause analysis and coordinate resolution efforts across multiple teams.
• Diagnose and resolve complex technical issues across multiple layers, including:
  • Authentication and identity management (SSO, OAuth, OIDC, or similar)
  • Authorization and access permissions
  • Data connectivity and retrieval
  • Application integrations and APIs
  • User interface and user experience issues

AI Solutions Support

• Solid understanding of AI concepts — including how large language models (LLMs), AI agents, and tool-calling/MCP protocols function at a product level
• Understand and troubleshoot tool-calling frameworks, Model Context Protocol (MCP) implementations, and connected data sources.

• Support integrations between AI solutions and enterprise systems, including business applications, databases, APIs, identity platforms, and knowledge repositories.
• Analyze system dependencies across cloud services, authentication services, application platforms, and enterprise workflows.

• Awareness of Responsible AI, privacy, security, and governance considerations
• Assist customers and stakeholders in understanding AI workflows, prompt engineering concepts, grounding mechanisms, and responsible AI practices.
• Support the adoption and optimization of AI technologies within enterprise environments.
• Collaborate with product, engineering, and support teams to improve AI solution performance and customer experience.
• Serve as a trusted advisor for AI-powered products and enterprise solutions.

Customer & Stakeholder Engagement

• Provide professional and proactive support to external customers and internal users.
• Communicate technical concepts clearly to both technical and non-technical audiences.
• Manage customer expectations throughout the support lifecycle.
• Deliver a high-quality user experience through effective issue ownership and follow-through.
• Identify and escalate business-critical issues appropriately.

Knowledge Management & Enablement

• Develop and maintain knowledge articles, troubleshooting guides, FAQs, and support documentation.
• Identify recurring issues and contribute to permanent resolutions through collaboration with Product and Engineering teams.
• Support onboarding and user enablement activities by providing guidance and training materials.
• Stay informed of product enhancements and releases to proactively prepare support teams and users.

Cross-Functional Collaboration

• Serve as the voice of customers and users by providing actionable feedback to Product, Engineering, Data, and Service Management teams.
• Partner with access management, licensing, and entitlement teams to resolve user access and permission-related issues.
• Facilitate effective communication between support and development functions.
• Participate in incident, service reviews and operational improvement initiatives.

Continuous Improvement

• Identify opportunities to enhance support processes, tools, and service delivery.
• Track and analyse operational metrics, including case volumes, resolution times, customer satisfaction, and recurring issue trends.
• Contribute to operational readiness for emerging technologies and AI-enabled products.
• Share best practices and mentor colleagues within the support organization.

Skills and Experience

• 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
  • 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 — 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 — able to convey technical issues clearly to both technical and non-technical audiences
• Familiarity with case management platforms (e.g., Salesforce Service Cloud, ServiceNow)
• Experience working with authentication and entitlement systems (SSO, OAuth, OIDC, or similar)

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

A successful AI and Enterprise Specialist can explain how AI solutions work at a product level, understand how they interact with enterprise systems and data sources, and quickly identify whether issues stem from authentication, permissions, integrations, configuration, data access, or AI-specific behaviors. They combine strong customer-facing communication skills with the technical expertise needed to drive issues through resolution and enable successful AI adoption across the enterprise.

Career Stage:

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

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.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

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