Senior Technical Specialist - AI and Enterprise Applications

lseg; Taguig; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

LSEG is expanding its AI-powered product portfolio and seeks a Senior Technical Specialist to provide expert-level support for AI-enabled and enterprise applications. You will serve as a key escalation point, troubleshoot complex issues, and collaborate with customers, engineers, and product teams to drive rapid resolution.

Responsibilities include incident management, cross-team coordination, and advising on AI workflows, governance, and responsible AI practices within enterprise environments.

Qualifications

• Experience in a customer-facing technical support or service management role.
• Solid understanding of AI concepts - including: Large Language Models (LLMs).
• Generative AI applications, AI agents and orchestration, and prompt engineering.
• Tool-calling frameworks and MCP concepts.
• Retrieval and grounding approaches.

Responsibilities

• Act as the senior escalation point for complex application support issues that cannot be resolved through standard channels.
• Investigate, troubleshoot, and resolve incidents across AI-enabled and enterprise applications.
• Troubleshoot AI-specific issues including prompt execution failures and model output inconsistencies.
• Coordinate resolution efforts across multiple teams and ensure documentation within SLAs.
• Diagnose and resolve issues across authentication, authorization, data connectivity, APIs, and UI/UX.
• Collaborate with product, engineering and support teams to improve AI solution performance.

Job description

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 Responsibilitie s

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 elevate 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
• Unders