Client Support Engineer I - Trading Support

FactSet Research Systems; Manila; On-site; PHP 300,000 - 520,000; Full time

Job summary

FactSet Manila is seeking a Support Engineer for the Front Office Solution - Trade Support desk. You will provide world-class service for Portware and FactSet EMS, monitor hosted infrastructure, and drive automation to improve efficiency.

The role focuses on reactive Level I/II tech support via phone, email, and remote sessions, handling installations, connectivity, crashes, and security issues. You will work a 24x6 roster and collaborate with a global client base.

Qualifications

• Fluent in English with the ability to articulate issues clearly.
• Strong analytical and problem-solving skills.
• Experience in supporting financial software or trading desks is a plus.
• Good time management and documentation abilities.
• Hands-on with FIX protocol and EMS/OMS preferred.

Responsibilities

• Provide reactive Level I/II technology support to users by phone, email, and remote assistance.
• Resolve issues related to installation, connectivity, crashing, slowness, security, and Office Integration.
• Provide proactive technology support and monitor client communications.
• Monitor team mailboxes and coordinate with account teams on bounced emails.
• Work on a 24x6 roster and collaborate with global clients.

Skills

Networking

Troubleshooting

English fluency

Analytical thinking

Time management

Documentation

Financial software knowledge

Tools

FIX Protocol

EMS/OMS

Java

Oracle DB

Windows/Linux

Job description

FactSet creates flexible, open data and software solutions for over 200,000 investment professionals worldwide, providing instant access to financial data and analytics that investors use to make crucial decisions.

At FactSet, our values are the foundation of everything we do. They express how we act and operate , serve as a compass in our decision‑making, and play a big role in how we treat each other, our clients, and our communities. We believe that the best ideas can come from anyone, anywhere, at any time, and that curiosity is the key to anticipating our clients' needs and exceeding their expectations.

Role/Department Description:

Front Office Solution - Trade Support

Primary Purpose: Ensure timely, high-quality responsiveness to the FactSet EMS and Portware Trade Support desk.

Support Engineer is responsible for providing world‑class service and support to our clients. Focus on production support for Portware and FactSet EMS, monitor our hosted infrastructure to perform routine system maintenance, and handle internal & client implementation projects. Foster teamwork, collaboration, and drive innovation and automation to improve efficiency to meet team and company goals.

Responsibilities:

• 80% Provide reactive level I and II technology support to the FactSet users via phone, email, and remote assistance
• Resolve client issues with installation, connectivity, crashing, slowness, security, and Office Integration
• 10% Provide proactive technology support to the FactSet users via phone, email, and remote assistance
• Resolve client issues with installation, connectivity, crashing, slowness, security, and Office Integration
• 10% Monitor team mailboxes for client issues and client emails that have bounced back Resolve client issues and notify the account team of client emails that have bounced back
• Work on roaster in our 24*6 schedule.

Required Skills:

• Networking, computer engineering, application troubleshooting, and any related course
• Fluent in English. Capable of articulating the problem to the internal escalation point and explaining the solution to a complex issue.
• Strong analytical and problem‑solving skills
• Excellent time and task management abilities; self‑motivated with good discipline.
• To read and interpret technical documentation and to create documents for fellow team members.
• Excellent problem‑solving, planning, and organizational skills
• Hands‑on experience with FIX protocol, EMS/OMS, and other financial software is highly preferred

What makes it interesting?

• Exposure to a broad range of cutting‑edge technologies like FIX Protocol, OMS/EMS, JAVA, Oracle DB, Various server OS Platforms (Windows, Linux, Solaris, etc), Scripting (shell, batch, PowerShell, etc), VMware, Citrix, Networking skills
• Ability to make a meaningful contribution to a tight‑knit team
• Freedom to come up with creative solutions to real‑world problems and drive efficiencies internally and with our clients
• Direct working relationships with some of the most influential buy‑side institutions on the planet.
• Working alongside individuals who are true leaders in the field.

Company Overview:

FactSet ( NYSE:FDS | NASDAQ:FDS ) helps the financial community to see more, think bigger, and work better. Our digital platform and enterprise solutions deliver financial data, analytics, and open technology to more than 8,200 global clients, including over 200,000 individual users. Clients across the buy‑side and sell‑side, as well as wealth managers, private equity firms, and corporations, achieve more every day with our comprehensive and connected content, flexible next‑generation workflow solutions, and client‑centric specialized support. As a member of the S&P 500, we are committed to sustainable growth and have been recognized among the Best Places to Work in 2023 by Glassdoor as a Glassdoor Employees' Choice Award winner. Learn more at www.factset.com and follow us on X and LinkedIn.

At FactSet, we celebrate difference of thought, experience, and perspective. Qualified applicants will be considered for employment without regard to characteristics protected by law.