CUSTOMER SUPPORT ENGINEER II

FICO (NYSE.
FICO) is a leading global analytics software company, helping businesses in 90+ countries make better decisions.
Join our world-class team today and fulfill your career potential! The Opportunity “As a Product Support Engineer, you will provide remote technical support to internal and external clients for both hosted and on premises solutions by supporting our diverse product portfolio.
You’ll collaborate through innovation with IT, operations teams, product development and product management.” – VP, Product 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-premises deployments of the FICO Decision Management Platform, and User Interfaces (UI), using supported technologies.
What We´re Seeking Excellent customer interaction skills and fluent in English.
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.
Concepts of Programming.
Excellent verbal and written skills.
Basic concepts of Java & Object-Oriented Concepts.
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.
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.
#LI-FD1 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, predictive and prescriptive modeling, and much more.
FICO makes a real difference in the way businesses operate worldwide.
Credit Scoring — 150+ billion FICO Scores have been sold to date, making it the most used credit score in the world.
Fraud Detection and Security — 2.
+ billion payment cards globally are protected by FICO fraud systems.
Lending — 3/4 of US mortgages are approved using the FICO Score.
Anti-Money Laundering — our solutions check more than half a billion transactions a day to prevent criminal schemes such as terrorist financing 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 support 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 fulfill your potential at www.
ico.
om/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.
ico.
om/en/privacy-policy FICO (NYSE.
FICO) is a leading global analytics software company, supporting businesses in 90+ countries make better decisions.
Join our world-class team today and fulfill your career potential!