.FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 90+ countries make better decisions. Join our world-class team today and fulfill your career potential!- Job SummaryAs a Customer 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- Job Description- What You'll Do- Take full ownership of client reported incidents, understanding business and technical impacts on clients- Be able to manage and resolve complex issues, acting as a liaison between engineering and consulting teams- Assume a pro-active 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 suggest 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- Required- Progamming Experience- 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- Basic concepts of Java & Object Oriented Concepts- 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, Redhat Openshift, Kubernetes & kubectl- Ability to prioritize and manage multiple incidents- Be able to work under pressure- Why Make a Move to FICO?- At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today - Big Data analytics. You'll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, predictive and prescriptive modeling, and much more.- FICO makes a real difference in the way businesses operate worldwide:- Credit Scoring — 150+ billion FICO Scores have been sold to date, making it the most used credit score in the world.- Fraud Detection and Security — 2