Customer Support Engineer

Role Description

As a Customer Support Engineer (Java, AWS), you will provide remote technical support to internal and external clients 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.

• 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
• 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 Modeller, and User Interfaces (UI), using supported technologies

Qualifications

• 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

Requirements

• Ability to prioritize and manage multiple incidents
• Be able to work under pressure

Benefits

• 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
• The targeted base pay range for this role is: $69,000 to $108,000 with this range reflecting differences in candidate knowledge, skills and experience