Customer Support - Engineer II(Java, AWS)

About the Role

Key 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
• 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
• Coordinate 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

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

Nice to Have

• Experience with troubleshooting multi-tier enterprise applications and SaaS solutions
• Experience with cloud technologies such as AWS, Docker, Kubernetes & kubectl

Qualifications

• No specific formal educational qualifications specified in the description

Benefits & Perks

• Highly competitive compensation, benefits and rewards programs
• An inclusive culture reflecting core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others
• Opportunities for professional development and learning experiences
• Engaging, people-first work environment offering work/life balance, employee resource groups, and social events
• Targeted base pay range: $69,000 to $108,000