Datafeed Solutions - Specialist

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 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.

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