Customer Support Engineer

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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




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