Java Customer Support-Engineer II

Role Overview: As a Customer Support Engineer at FICO, you will be responsible for providing remote technical support to internal and external clients globally for both hosted and on-premise solutions. You will collaborate with IT, operations teams, product development, and product management to ensure the best customer experience. Your role will involve managing and resolving highly complex issues, acting as a liaison between engineering and consulting teams, and advocating for improvements across the support function. 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. - Demonstrate clear effective communication when working with clients to resolve issues. - 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. - Advocate as a change agent to drive improvements across the support function. - Support Cloud and on-premise deployments of the FICO Decision Modeler, and User Interfaces (UI), using supported technologies. Qualifications Required: - Basic concepts of Java & Object Oriented Concepts. - Familiarity with Linux commands, any APM monitoring tools (AppD preferred), and Kibana. - Knowledge of Webservices (REST/SOAP) and reading heap, thread dumps, and databases trace files. - Excellent customer interaction skills and fluency in English. - Ability to prioritize and manage multiple incidents and work under pressure. - Exposure to AWS or any cloud-related technologies, Docker, Kubernetes & kubectl. - Proficiency in tuning applications and troubleshooting multi-tier enterprise applications and SaaS solutions.,