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

Overview

Specialist, Customer Support Risk Due Diligence and Digital Identity and Fraud – LSEG, Taguig, National Capital Region, Philippines.

Position Summary

The Product Specialist serves as a 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, and case mentoring for other staff. The GG11 role is critical in stabilizing repeat problem types, analyzing product gaps, and influencing internal support strategies.

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

• 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 Jira, Kibana, SQL, Postman, and internal dashboards

LSEG is committed to encouraging a diverse, equitable, and inclusive work environment, ensuring equal opportunities for all employees. We offer hybrid working model and a range of benefits.

Join us and be part of a team that values innovation, quality, and continuous improvement. If you’re ready to take your career to the next level and make a significant impact, we’d love to hear from you.

Our purpose is to drive financial stability, empower economies, and enable customers to create sustainable growth. Our values are Integrity, Partnership, Excellence, and Change, which guide our decision making and daily actions. We are a global organization with a diverse workforce and a commitment to sustainability and social responsibility, including volunteering and charitable initiatives.

Please review our privacy notice to understand how personal information may be collected and used in connection with your application. If you are submitting as a Recruitment Agency Partner, candidates should be informed of this privacy notice.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

IT Services and IT Consulting and Financial Services

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