Technical Support Engineer

Overview: LSEG Customer Support is searching for a highly-motivated person to fill a Technical Support position. We work in the fast-paced environment of Market Data where our customers expect timely and accurate resolutions. We are looking for individuals that exude ownership and follow through on commitments to our customers. The qualified candidate will be expected to adapt quickly and should have a strong desire to learn. Role Purpose: * Act as a specialized technical resource for complex issues affecting LSEG's Direct Feed products * Remotely resolve customer issues, utilizing 3rd party partners when needed * Identify service-impacting trends and help implement preventative measures * Leverage innovative technologies to ensure a consistent support experience Major Responsibilities / Accountabilities: * Provide expert technical support for assigned LSEG products * Interface with product support, development teams, and 3rd party vendors to resolve issues * Troubleshoot, reproduce, and resolve customer issues remotely, arranging for on-site dispatches when required * Provide high-quality technical advice to internal stakeholders and 3rd party engineers * Escalate major, elusive, and recurrent issues that are impacting clients * Assist with the implementation and integration LSEG products at customer sites as needed * Maintain awareness of relevant technical and product trends through self-learning/study, training classes, and job shadowing * Maintain accurate client-site documentation * Deliver technology or product training to customers as needed * Record all customer interactions using CRM tools provided (Salesforce) * Follow all operational policies and procedures to manage client issues * LSEG provides professionals with the intelligence, technology, and human expertise they need to find trusted answers. We enable professionals in the financial and risk markets to make the decisions that matter most Technical/Professional Skills & Competencies: * English fluency - both written and spoken - required * Comfortable working within a Linux terminal * Skilled with incident management, analytical thinking, troubleshooting, and case management * Logical thinker/problem solver who is self-motivated and a strong contributor within a team * Proficiency communicating technical concepts to non-technical customers and colleagues * Experience in a customer service environment and having outstanding Customer Service skills * Ambition to develop and maintain a deep understanding of assigned products and technologies * Ability to work with virtual teams to successfully deliver projects or resolve escalations * Solid understanding of project management principles is a plus * Basic working knowledge of financial markets * Independent worker with excellent time management and escalation skills At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do. Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives. 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, r basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs. Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject. If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.