Principal Integrations Analyst

Principal Integrations Analyst

To provide second level support to internal stakeholders and 3rd party engineers with regard to Thomson Reuters products, and to interact with customers to resolve complex issues. To perform customer site maintenance and repair activities. The role leverages innovative technologies to ensure global consistency of support tasks.

About The Role

• Provide engineering expertise on several complex products.
• Interface with product support groups and development groups.
• Perform customer site break fix activities remotely (or dispatch to site when required) and full time on-site, using global consistent methodologies and tools.
• Provide support for alpha and beta programs.
• Provide second level support for problem resolution, including reproduction of customer issues.
• Act as experts in their areas to provide high quality advice about the products assigned to internal stakeholders and 3rd party engineers.
• Maintain awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing.
• Maintain site documentation.
• Provide feedback to development and qualification teams.
• Provide technical training to both front line support teams and 3rd party engineers.
• Escalate major, elusive or recurrent issues that affect customer satisfaction.
• Support pre-sales teams in the provision of demonstrations, and provide advice on architectural design, functionality and integration aspects.
• May work as part of the project implementation team to integrate Thomson Reuters products at customer site.May deliver technology training to customers.

About You

• Highly Proficient in SQL
• 5-10+ years of experience in a technical support role; preferably one related to Global Trade Management. 
• Demonstrable engineering expertise relevant to complex software/hardware products, preferably within the Thomson Reuters product landscape or similar.
• Experience with Global trade
• Experience performing customer site break-fix activities, both remotely and on-site.
• Proficiency in issue reproduction methodologies and the use of diagnostic tools.
• Ability to maintain comprehensive site documentation.
• Experience providing technical training to various audiences.
• Familiarity with support escalation procedures and IT service management (ITSM) principles.
• Knowledge of globally consistent support methodologies and remote support tools.
• A technical degree or certification in a relevant field (e.g., Computer Science, Engineering, Information Technology) is preferred, or equivalent professional experience.

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What’s in it For You?

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Make an impact