Production Support Engineer I

Your Team's Impact

Data Operations Technical Support (DOTS) is a dedicated testing and support team, committed to delivering seamless operations and exceptional user experiences. We partner closely with stakeholders, driving operational efficiency and minimizing downtime to support the success of the organization. Our focus is on being a trusted and reliable partner, always striving to enhance productivity and optimize the support experience for all users.

As a Production Support Engineer I, you are expected to provide day-to-day support for various technical issues. This involves working with 1st and 3rd party vendors and internal stakeholders to help identify and resolve issues; communicating any resolution steps, investigation, and client impact as appropriate. Additionally, you will monitor and report on the general operational integrity of these systems and notify stakeholders of any concerning trends or events.

What You'll Do  ​

• Create & follow support and recovery documentation for automated workflows.
• Interpret and support workflows created using proprietary FactSet tools.
• Monitor automated mission-critical processes.
• Proactively communicate with vendors and internal stakeholders for process maintenance and troubleshooting.
• Use command-line (e.g. ZIP, GREP) and file transfer utilities (e.g. FTP, SFTP/SCP/SSH).
• Use file editor tools to investigate and correct common data-file format issues.
• Document and test new features and enhancements to the Operator / ETL toolset

​​What We're Looking For 

• Bachelor's Degree in Computer Science, Information Technology, Computer Engineering or equivalent.
• Excellent time and task management abilities.
• Strong analytical and problem-solving skills.
• Ability to read and interpret technical documentation.
• Business-level written and verbal English communication skills.
• Experience interacting with clients/stakeholders/vendors/colleagues remotely via phone, email, or IM.
• Familiarity with (or strong interest in) any of the following concepts: scripting/programming, databases,  data transfer, data manipulation, ETL processes, command line operating systems, finance / investing.
• Willingness to work on a shifting schedule to help provide 24/7 support (shifts are Tuesday to Saturday from 6am – 3pm, 3pm – 12mn and 10 pm – 6 am).

What's In It For You 

At FactSet, our people are our greatest asset, and our culture is our biggest competitive advantage. Being a FactSetter means: 

• The opportunity to join an S&P 500 company with over 45 years of sustainable growth powered by the entrepreneurial spirit of a start-up.
• Support for your total well-being. This includes health, life, and disability insurance, as well as retirement savings plans and a discounted employee stock purchase program, plus paid time off for holidays, family leave, and company-wide wellness days.  
• Flexible work accommodations. We value work/life harmony and offer our employees a range of accommodations to help them achieve success both at work and in their personal lives. 
• A global community dedicated to volunteerism and sustainability, where collaboration is always encouraged, and individuality drives solutions. 
• Career progression planning with dedicated time each month for learning and development. 
• Business Resource Groups open to all employees that serve as a catalyst for connection, growth, and belonging. 

Learn more about our benefits here. 

Salary is just one component of our compensation package and is based on several factors including but not limited to education, work experience, and certifications.