Senior Product Support Engineer

The Opportunity



"As a Product Support Engineer, you will provide technical support to internal and external clients for both hosted and on-premise solutions by supporting our diverse product portfolio. You will collaborate through innovation with IT, operations teams, product development and product management."

- VP, Product Support.

What You'll Do

• 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 Management Platform, and User Interfaces (UI), using supported technologies

What We're Seeking

Required

• Basic concepts of Java & Object Oriented Concepts
• 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

Desired

• 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
• Be able to work under pressure

Our Offer to You

• Flexible working practices, which allows for an excellent work/life balance
• A lucrative base salary and bonus package, and enhanced family leave policies
• A culture and work environment strongly reflecting our core values: 'Act Like an Owner, Delight Our Customers and Earn the Respect of Others'
• The opportunity to make a difference by leveraging your unique strengths
• Opportunities to give back to your community, social events with colleagues