Customer Support - Engineer I

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!

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.
• Sound understanding in managing, handling, and troubleshooting multi-tier cloud applications/software products and on-premise solutions.
• Good customer-facing skills in general to handle phone and emails of clients.
• Good understanding about enterprise level application support and infrastructure support.
• Good knowledge on cloud platform.
• Flexible to work primarily in shifts.
• 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. 
  
  
   

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.