Customer Support-Engineer I (Dedicated Weekend Shift)

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

• Provide product and customer support for global clients across multiple platforms and services.
• Manage customer incidents via calls and case management systems, ensuring end-to-end communication in line with agreed SLAs.
• Triage and escalate incidents in a timely manner following standard operating procedures.
• Support and resolve product-related issues by collaborating with product, engineering, and infrastructure teams.
• Perform batch monitoring and ensure timely identification and resolution of job failures or delays.
• Manage and send change communications and outage notifications to clients, ensuring timely and clear updates.
• Act as a liaison between engineering, product development and customer success teams to drive effective incident resolution
• Continuously identify opportunities to improve customer experience with a strong client focus and professional communication.

What We’re Seeking

• Bachelor’s degree in Computer Science, Information Technology, or an equivalent qualification. 
• Strong customer-facing skills with the ability to handle client interactions via phone and email professionally.
• Minimum of 3+ years of experience in supporting enterprise-level applications and infrastructure. 
• Strong understanding of managing, supporting, and troubleshooting multi-tier cloud applications/Products/Platform.
• Good knowledge of cloud platforms, with preference for AWS concepts and certifications.
• Ability to troubleshoot issues, system disturbances, and failures, and collaborate with internal and external stakeholders to restore services. 
• Ability to prioritize and manage multiple incidents effectively in a fast-paced environment. 
• Experience or knowledge in incident, problem, and change management processes.
• Understanding of ITIL framework and best practices.
• Demonstrated ability to work with a diverse global customer base.
• Flexible to work in fixed weekend shifts.
• Excellent written and verbal communication 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.

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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 www.fico.com/Careers

FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and we’re proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they don’t meet all stated qualifications. While our qualifications are clearly related to role success, each candidate’s profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply.

Information submitted with your application is subject to the FICO Privacy policy at https://www.fico.com/en/privacy-policy