Specialist, Customer Support Risk Due Diligence and Digital Identity and Fraud

Position Summary

The Product Specialist serves as product expert in the support team, bridging resolution gaps between Tier 2 support and Product/Technology teams in their assigned products and domain.  This role is responsible for high-complexity troubleshooting, deep domain specialization, case mentoring for other staff.  The GG11 role is critical in stabilizing repeat problem types, analyzing product gaps, and influencing internal support strategies. 

We are looking for a driven individual to join this diverse and dedicated team!

Key Responsibilities

• Serve as the highest-level product critical issue point before cases move to the Senior Specialist and Product/Technology.

• Own deep-dive investigations into recurring or sensitive customer issues.

• Provide mentorship, case coaching, and QA insights to other team members.

• Collaborate with Product, Engineering, Product SMEs, and Content SMEs to validate product defects and feature gaps.

• Act as interim case owner of high-risk, urgent, or VIP customer cases.

• Assist in root cause analysis and postmortems for major support incidents

• Lead case debriefs and deliver knowledge share sessions within the team.

• Proactively contribute to product documentation, internal training materials, and support workflows.

• Conduct in-depth case analysis and deliver actionable insights to support decision-making and continuous improvement efforts.

• Take ownership of training sessions, particularly for new and emerging products within the business, ensuring the team is equipped with up-to-date knowledge and standard methodologies.

• Demonstrate proficiency in using tools such as Service Cloud/Salesforce, World-Check Tools, EAS, Platform Admin, Power BI, DataDog, WinSCP, and Postman, and apply strong expertise in APIs and AI to drive efficiency and innovation.

Types of Issues Resolved by The Product Specialist:

• Recurrent product faults that bypass Tier 2 troubleshooting logic

• Partial or inconsistent product failures requiring multi-layer analysis

• First-contact identification of newly surfaced bugs or edge cases

• Support-driven reproduction steps and product behavior patterns

• Failures involving integrations across multiple tools or data pipelines

• Issues that require reading logs, API traces, or data payloads

• Strategic account issues or support for pilot programs

• Direct technical handling of customer concerns flagged as critical to business

• QA review and improvement planning of Tier 2 case handling

• Identifying training opportunities and contributing to policy updates

Required Skills & Qualifications

• 4+ years in technical/customer support, with 2+ years in escalation roles

• Troubleshooting skills, including experience with logs, APIs, or product architecture

• Clear and concise technical writing skills

• Strong multi-functional collaboration experience

• Experience mentoring peers or managing informal leadership tasks

• Familiarity with tools such as [e.g., Jira, Kibana, SQL, Postman, internal dashboards]

LSEG is committed to encouraging a diverse, equitable, an inclusive work environment, ensuring equal opportunities for all employees, regardless of their background. We offer great employee benefits to make sure everyone performs to the best of their abilities. We offer a hybrid working model.

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. 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, 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.

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