Java Customer Support

Job Description

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 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. Be able to manage and resolve highly complex issues, acting as a liaison between engineering and consulting teams. Assume a leadership 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 drive improvements across the support function. Be available for On-Call duties where required. Support Cloud and on-premise deployments of the FICO Decision Modeler, and User Interfaces (UI), using supported technologies. What We’re Seeking Basic concepts of Java & Object Oriented Concepts. 3.8+ years of relevant expereince in Java customer support 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. 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, Kubernetes & kubectl. Good understanding in troubleshooting multi-tier enterprise applications and SaaS solutions. Flexible to work in EMEA shifts. Proficiency in tuning applications. Ability to prioritize and manage multiple incidents Our Offer to You An inclusive culture strongly reflecting our core values: Act 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. Show more Show less