Java Customer Support

3 weeks ago

Bengaluru, Karnataka, India FICO Full time

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

  • Take full ownership of client reported incidents, understanding business and technical impacts on clients.
  • Formulate technical and application solutions according to contractual Service Level Agreements with clients.
  • Be able to manage and resolve highly complex issues, acting as a liaison between engineering and consulting teams.
  • Assume a leadership 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 drive improvements across the support function.
  • Be available for On-Call duties where required.
  • Support Cloud and on-premise deployments of the FICO Decision Modeler, and User Interfaces (UI), using supported technologies.

What We're Seeking

  • Basic concepts of Java & Object Oriented Concepts.
  • 3.8+ years of relevant expereince in Java customer support
  • 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.
  • 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, Kubernetes & kubectl.
  • Good understanding in troubleshooting multi-tier enterprise applications and SaaS solutions.
  • Proficiency in tuning applications.
  • Ability to prioritize and manage multiple incidents

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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