- Take complete ownership of client-reported incidents, understanding their business and technical implications.
- Create technical and application solutions in line with contractual Service Level Agreements.
- Manage and resolve complex issues, serving as a bridge between engineering and consulting teams.
- Show leadership and effective communication skills while assisting clients in issue resolution.
- Foster a strong client-focused approach to enhance the customer experience.
- Suggest enhancements to FICO products and services to minimize client impact.
- Assist in onboarding customers to FICO's support portal and processes.
- Coordinate work assignments, priorities, and schedules in collaboration with management.
- Act as a liaison between clients and management, handling escalations.
- Ensure a seamless client experience by collaborating across FICO products, platforms, and functions.
- Understand the commercial and relationship impacts when engaging with clients.
- Drive improvements in the support function as a change agent.
- Be available for on-call duties as needed.
- Provide support for Cloud and on-premises deployments of the FICO Decision Management Platform and User Interfaces using supported technologies.
- Strong customer interaction skills with fluency in English.
- Proficiency in Linux commands, APM monitoring tools (preferably AppD), and Kibana.
- Understanding of Webservices (REST/SOAP).
- Basic proficiency in reading heap, thread dumps, and database trace files.
- Familiarity with programming concepts.
- Excellent verbal and written communication skills.
- Basic understanding of Java and Object-Oriented Concepts.
- Ability to prioritize and handle multiple incidents effectively.
- Capable of working under pressure.
- Exposure to AWS or other cloud technologies, Docker, Kubernetes, and Kubectl.
- Good troubleshooting skills for multi-tier enterprise applications and SaaS solutions.
- Proficiency in application tuning.
- An inclusive culture reflecting our core values: Act Like an Owner, Delight Our Customers, and Earn the Respect of Others.
- The chance to create an impact and grow professionally by leveraging your strengths and engaging in valuable learning experiences.
- Competitive compensation, benefits, and rewards programs to inspire you to excel every day and receive recognition for your efforts.
- A people-first work environment that promotes work/life balance, employee resource groups, and social events for enhanced interaction and camaraderie.
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Customer Support Engineer II - São Paulo, Brasil - FICO
Descrição
FICO (NYSE: FICO) is a respected global analytics software company that assists businesses in over 90 countries in making well-informed decisions. Come and be a part of our exceptional team to unlock your career growth potential.
The Job Opportunity
As a Product Support Engineer, you will play a vital role in providing remote technical support to both internal and external clients for our varied product portfolio, including hosted and on-premises solutions. You will collaborate with IT, operations teams, product development, and product management to drive innovation.
Your Responsibilities
What We Look For
What We Offer
