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Senior Product Support Engineer

Closing date
23 Feb 2021

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Technology & New Media
Contract Type
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Job Details

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


  • 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

  • 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
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