Customer Support-Engineer I
3 months ago
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
- 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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