Senior Technical Specialist - AI and Enterprise Applications

About the role

LSEG is expanding its portfolio of AI-powered products and services and needs a Senior Technical Specialist to support both AI-enabled and non-AI enterprise applications. You will act as the senior escalation point for complex issues, working with customers, colleagues, product teams and engineers to troubleshoot problems and improve the support experience. The role is based in Taguig City.

Key responsibilities

• Escalate complex application issues beyond standard support channels and investigate and resolve incidents across AI and enterprise applications
• Troubleshoot AI-specific issues such as response quality, prompt execution failures, model output inconsistencies, retrieval and context problems, and integration failures
• Ensure accurate case documentation, timely updates and resolution within SLAs, and perform root cause analysis
• Diagnose issues across authentication, authorization, data connectivity, API integrations and user interface
• Support AI integrations with business applications, databases, APIs, identity platforms and knowledge repositories, and advise customers on prompt engineering and responsible AI
• Engage customers and internal users, manage expectations and escalate business-critical issues
• Maintain knowledge articles, troubleshooting guides and FAQs, and support onboarding and training
• Give feedback to Product, Engineering, Data and Service Management teams, partner with access and licensing teams, and take part in incident and service reviews
• Track metrics such as case volume, resolution time and customer satisfaction, and share best practices and mentor colleagues

Required profile

• Experience in a customer-facing technical support or service management role, ideally in SaaS, data or fintech
• Solid understanding of AI concepts: LLMs, generative AI, AI agents, prompt engineering, tool-calling and MCP, and retrieval and grounding
• Awareness of responsible AI, privacy, security and governance
• Strong analytical and troubleshooting skills, and clear communication with technical and non-technical audiences

Required skills

• Familiarity with case management platforms such as Salesforce Service Cloud or ServiceNow
• Experience with authentication and entitlement systems (SSO, OAuth, OIDC)
• Ability to interpret logs, telemetry, error codes and system diagnostics