Customer Support Engineer

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

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.

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  Take full ownership of client reported incidents, understanding business and technical impacts on clients
  


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  Formulate technical and application solutions according to contractual Service Level Agreements with clients
  


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  Manage and resolve highly complex issues, acting as a liaison between engineering and consulting teams
  


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  Assume a leadership role with clear effective communication when working with clients to resolve issues
  


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  Maintain and determine ways to improve the customer experience, demonstrating a strong client-focus
  


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  Formulate changes to FICO products and services to reduce client impact
  


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  On-board customers to FICO’s support portal and process
  


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  Manage work assignments, priorities, and schedules with input from management
  


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  Act as the intermediary between internal/external clients and management and be the point of escalation
  


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  Co-ordinate across other FICO products, platforms, and functions to ensure a seamless client experience
  


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  Understand commercial and relationship impacts to FICO when dealing with clients
  


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  Advocate as a change agent, to drive improvements across the support function
  


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  Be available for On-Call duties where required
  


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  Support Cloud and on-premise deployments of the FICO Decision Modeller, and User Interfaces (UI), using supported technologies
  

Qualifications

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  Basic concepts of Java & Object Oriented Concepts
  


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  Linux commands, any APM monitoring tools (AppD preferred), Kibana
  


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  Knowledge of WebServices (REST/SOAP)
  


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  Basic knowledge of reading heap, thread dumps and databases trace files
  


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  Excellent customer interaction skills and fluent in English
  


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  Excellent verbal and written skills
  


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  Ability to prioritize and manage multiple incidents
  


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  Be able to work under pressure
  


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  Exposure to AWS or any cloud related technologies, Docker, Kubernetes & kubectl
  


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  Good understanding in troubleshooting multi-tier enterprise applications and SaaS solutions
  


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  Proficiency in tuning applications
  

Requirements

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  Ability to prioritize and manage multiple incidents
  


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  Be able to work under pressure
  

Benefits

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  An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others
  


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  The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences
  


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  Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so
  


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  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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  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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