Customer Support

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- Job SummaryAs a Customer Support Engineer, you will provide technical support to internal and external clients for both hosted and on-premise solutions by supporting our diverse product portfolio. You will collaborate through innovation with IT, operations teams, product development and product management- Job Description- What You’ll Do- Take full ownership of client reported incidents, understanding business and technical impacts on clients- Be able to manage and resolve complex issues, acting as a liaison between engineering and consulting teams- Assume a pro-active 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 suggest improvements across the support function- Be available for On-Call duties where required- Support Cloud and on-premise deployments of the FICO Decision Management Platform, and User Interfaces (UI), using supported technologies- Required- Progamming Experience- 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- Desired- Basic concepts of Java & Object Oriented Concepts- 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, Redhat Openshift, Kubernetes & kubectl- Ability to prioritize and manage multiple incidents- Be able to work under pressure- 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 — 2.6+ 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- FICO values the benefit that diversity and a culture of inclusion bring to our workplace. We are an equal employment opportunity and affirmative action employer and we’re proud to offer employment and advancement opportunities to all applicants without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.