Skip to content
Customer Support – Engineer II – Java – Aws
| Company | FICO |
|---|
| Location | United States |
|---|
| Salary | $69000 – $108000 |
|---|
| Type | Full-Time |
|---|
| Degrees | |
|---|
| Experience Level | Mid Level |
|---|
Requirements
- 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
Responsibilities
- 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 Modeller, and User Interfaces (UI), using supported technologies
Preferred Qualifications
No preferred qualifications provided.
