Customer Support

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
- Product/Customer support for global clients.
- Manage the flow of customer’s incidents via telephone, cases/incidents, and working with next level support, infrastructure teams, product teams and manage end-to-end communication with clients based on agreed SLAs.
- Triage and escalate incidents in a timely manner according to standard operating procedures.
- Act as a liaison between engineering and consulting teams to resolve incidents.
- Maintain and determine ways to improve the customer experience, always demonstrating a strong client-focus with professional communication.

What We’re Seeking
- Bachelor’s degree or equivalent.
- Good knowledge on cloud platform (AWS preferably).
- Kubernetes experience.
- Flexible to work primarily in shifts (Monday to Friday, 11am to 9pm).
- Demonstrates the ability to troubleshoot issues, disturbances, and failures in platform and systems, and work with internal and external stakeholders to restore functionality.
- Ability to prioritize and manage multiple incidents.
- Demonstrated ability to interact with diverse customer base successfully.
- Knowledge/prior exposure to incident/problem/change management.
- Understanding of ITIL framework.
- Knowledge of AWS concepts.
- Excellent written and verbal skills (English mandatory, Portuguese nice to have).

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.

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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