Customer Support-Engineer I (Dedicated Weekend Shift)

FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 100+ countries make better decisions.

Join our world-class team today and fulfill your career potential! The Opportunity “As a Customer Support Engineer, you will provide remote technical support to internal and external clients globally for both hosted and on-premise solutions by supporting our diverse product portfolio.

 You’ll collaborate through innovation with IT, operations teams, product development and product management.

” – VP, Customer Support.

What You’ll Contribute Provide product and customer support for global clients across multiple platforms and services.

• Manage customer incidents via calls and case management systems, ensuring end-to-end communication in line with agreed SLAs.

Triage and escalate incidents in a timely manner following standard operating procedures.

• Support and resolve product-related issues by collaborating with product, engineering, and infrastructure teams.

• Perform batch monitoring and ensure timely identification and resolution of job failures or delays.

• Manage and send change communications and outage notifications to clients, ensuring timely and clear updates.

• Act as a liaison between engineering, product development and customer success teams to drive effective incident resolution Continuously identify opportunities to improve customer experience with a strong client focus and professional communication.

What We’re Seeking Bachelor’s degree in Computer Science, Information Technology, or an equivalent qualification.

  Strong customer-facing.

Habilidades

Minimum of 3+ years of experience in supporting enterprise-level applications and infrastructure.

  Strong understanding of managing, supporting, and troubleshooting multi-tier cloud applications/Products/Platform.

Good knowledge of cloud platforms, with preference for AWS concepts and certifications.

Ability to tro.