Customer Support

1 month ago

bangalore, 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

  • 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.

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