Customer Support - Engineer I
- Fico
- 1 - 5 years
- Bengaluru
- 18 hours ago
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Job Description
FICO (NYSEFICO) 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 OpportunityAs 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. Youll collaborate through innovation with IT, operations teams, product development and product management. VP, Customer Support.What Youll Contribute Product/Customer support for global clients. Manage the flow of customers incidents via telephone, cases/incidents, and working with next level support, infrastructure teams, product teams and manage end-to-end communication with clients based on agreed SLAs. Triage and escalate incidents in a timely manner according to standard operating procedures. Act as a liaison between engineering and consulting teams to resolve incidents. Maintain and determine ways to improve the customer experience and always demonstrating a strong client-focus with professional communication. Maintaining timely, complete and accurate problem status data, resolving routine and complex end-user problems in assigned product areas. Providing technical upgrade services on these solutions and assisting colleagues involved with prospects or new client implementations. You will be using/ working on these skillsLinux, SQL, API, basic networking knowledge, Java, KubernetesWhat Were Seeking Bachelors degree or equivalent. Sound understanding in managing, handling, and troubleshooting multi-tier cloud applications/software products and on-premise solutions. Good customer-facing skills in general to handle phone and emails of clients. Good understanding about enterprise level application support and infrastructure support. Good knowledge on cloud platform. Demonstrates the ability to troubleshoot issues, disturbances, and failures in platform and systems, and work with internal and external stakeholders to restore functionality. Ability to prioritize and manage multiple incidents. Demonstrated ability to interact with diverse customer base successfully. Knowledge/prior exposure to incident/problem/change management. Understanding of ITIL framework. Knowledge of AWS concepts. Fluency in English. Excellent written and verbal skills.Willing to participate on-call rotation to support after hours/weekend. Need to have skillsLinux, SQL, API, basic networking knowledge, Java, Kubernetes Nice to have skillsKafka, Cassandra, AWS, Elasticsearch/kibana, Python, SAML 2.0, Okta, GitOur Offer to You An inclusive culture strongly reflecting our core valuesAct Like an Owner, Delight Our Customers and Earn the Respect of Others. The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences. Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so. An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.Why Make a Move to FICOAt FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today Big Data analytics. Youll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimization, and much more. FICO makes a real difference in the way businesses operate worldwide Credit Scoring FICO Scores are used by 90 of the top 100 US lenders. Fraud Detection and Security 4 billion payment cards globally are protected by FICO fraud systems. Lending 3/4 of US mortgages are approved using the FICO Score. Global trends toward digital transformation have created tremendous demand for FICOs solutions, placing us among the worlds top 100 software companies by revenue. We help many of the worlds largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success. Our success is dependent on really talented people just like you who thrive on the collaboration and innovation thats nurtured by a diverse and inclusive environment. Well provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks! Learn more about how you can fulfil your potential at www.fico.com/Careers FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and were proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they dont meet all stated qualifications. While our qualifications are clearly related to role success, each candidates profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply. Information submitted with your application is subject to theFICO Privacy policy at https://www.fico.com/en/privacy-policyJob Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Operations EngineerEmployement Type: Full timeContact Details:
Company: FicoLocation(s): Bengaluru+ View Contact
Keyskills: python java cloud applications troubleshooting aws kubernetes networking telecommunication sql customer support ansible docker elastic search technical support git cassandra application support devops saml api kibana itil customer experience
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