AWS Customer Support

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 experience in AWS 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.
• Proficiency in tuning applications.
• Flexible to work in APAC shift (7 am to 4 pm)
• 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.