Job Description

The Opportunity

“As a Lead Application Support Engineer, you will provide remote technical support to internal and external clients 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, Product Support.

What You’ll Contribute

Take full ownership of complex support issues, e.g. understanding business and technical impact of client issues.
Formulate changes to FICO products and services to reduce client impact.
Assume a leadership role with clear effective communication when working with clients to resolve issues.
Accountability for a small support team.
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, demonstrating a strong client-focus with professional communication at all times.
On-board customers to the support portal in real-time for assigned region.
Exercise judgment within defined practices and procedures, provide status on progress and makes recommendations on process improvements.
Manage work assignments, priorities, and schedules with input from senior specialists or direct manager.

What We’re Seeking

Bachelor’s degree or equivalent.
Sound understanding in troubleshooting multi-tier enterprise applications, relational databases and good knowledge of SQL, PL/SQL.  
Ability to prioritize and manage multiple incidents, project work.
Excellent customer interaction skills.
Experienced in Incident/Problem Management. Process knowledge e.g. ITSM Framework.
Good understanding of Object Oriented Design.
Good understanding of XML & JSON.
Experience in SOAP and REST.
Strong Unix/Linux hands on experience.
Understanding of SMS & SMTL protocols.
MQ, SFTP, & NDM (Connect Direct) knowledge.
Web service knowledge.
Good networking knowledge (routers, load balancers, TCP/IP, firewall/proxies).
Strong file encryption/security knowledge  (SSL, PGP, VPN, Leased lines).
Unix scripting knowledge.
B2B communications knowledge.
Telephony/TelCo knowledge is a plus.
Knowledge of AWS is a plus.
Some weekend and extra hours may be required.

Our Offer to You

A culture and work environment strongly reflecting our core values:  Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
The opportunity to make a difference by leveraging your unique strengths.
Highly competitive compensation and rewards.
Opportunities to give back to your community, social events with colleagues and a comprehensive benefits program inclusive of progressive parental leave.

Why Make a Move to FICO?

At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics.  You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, predictive and prescriptive modeling, and much more.

FICO makes a real difference in the way businesses operate worldwide:

Credit Scoring — 150+ billion FICO Scores have been sold to date, making it the most used credit score in the world.
Fraud Detection and Security — 2.6+ billion payment cards globally are protected by FICO fraud systems.
Lending — 3/4 of US mortgages are approved using the FICO Score.
Anti-Money Laundering — our solutions check more than half a billion transactions a day to prevent criminal schemes such as terrorist financing