Customer Support-Engineer II

FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential!

The Opportunity

“As a Customer Support Engineer, you will provide remote technical support to internal and external clients globally for both hosted and on-premise solutions by supporting our diverse product portfolio. You’ll collaborate through innovation with IT, operations teams, product development and product management.” – VP, Customer Support.

What You’ll Contribute

• Take full ownership of client reported incidents, understanding business and technical impacts on clients.
• Formulate technical and application solutions according to contractual Service Level Agreements with clients.
• Be able to manage and resolve highly complex issues, acting as a liaison between engineering and consulting teams.
• Assume a leadership role with clear effective communication when working with clients to resolve issues.
• Maintain and determine ways to improve the customer experience, demonstrating a strong client-focus.
• Formulate changes to FICO products and services to reduce client impact.
• On-board customers to FICO’s support portal and process.
• Manage work assignments, priorities, and schedules with input from management.
• Act as the intermediary between internal/external clients and management and be the point of escalation.
• Co-ordinate across other FICO products, platforms, and functions to ensure a seamless client experience.
• Understand commercial and relationship impacts to FICO when dealing with clients.
• Advocate as a change agent, to drive improvements across the support function.
• Be available for On-Call duties where required.
• Support Cloud and on-premise deployments of the FICO Decision Modeler, and User Interfaces (UI), using supported technologies.

What We’re Seeking

• Basic concepts of Java & Object Oriented Concepts.
• Linux commands, any APM monitoring tools (AppD preferred), Kibana.
• Knowledge of Webservices (RESt/SOAP).
• Basic knowledge of reading heap, thread dumps and databases trace files.
• Excellent customer interaction skills and fluent in English.
• Excellent verbal and written skills.
• Ability to prioritize and manage multiple incidents.
• Be able to work under pressure.
• Exposure to AWS or any cloud related technologies, Docker, Kubernetes & kubectl.
• Good understanding in troubleshooting multi-tier enterprise applications and SaaS solutions.
• Proficiency in tuning applications.
• Ability to prioritize and manage multiple incidents
• Be able to work under pressure.

Our Offer to You

• An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
• The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
• Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.

Why Make a Move to FICO?

At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics. You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimization, and much more.

FICO makes a real difference in the way businesses operate worldwide:

• Credit Scoring — FICO® Scores are used by 90 of the top 100 US lenders.
• Fraud Detection and Security — 4 billion payment cards globally are protected by FICO fraud systems.
• Lending — 3/4 of US mortgages are approved using the FICO Score.

Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue. We help many of the world’s largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success. Our success is dependent on really talented people – just like you – who thrive on the collaboration and innovation that’s nurtured by a diverse and inclusive environment. We’ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks!

Learn more about how you can fulfil your potential at www.fico.com/Careers

FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and we’re proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they don’t meet all stated qualifications. While our qualifications are clearly related to role success, each candidate’s profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply.

Information submitted with your application is subject to the FICO Privacy policy at https://www.fico.com/en/privacy-policy