Customer Support-Engineer II Job in Bengaluru at FICO

Fico is hiring for the role of Customer Support- Engineer II!

Responsibilities of the Candidate:

• Product/Customer support for global clients.
• Manage the flow of customer incidents via telephone, cases/incidents, and working with next-level support, infrastructure teams, and 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 demonstrate a strong client focus with professional communication.
• Take a leadership role along with clear effective communication when working with clients to resolve issues.
• Maintaining timely, complete, and accurate status data, resolving routine and complex end-user problems in assigned product areas.
• Providing technical upgrade services on these solutions, assisting colleagues involved with prospects or new client implementations.

Requirements:

• Bachelor’s degree or equivalent.
• Sound understanding of managing, handling, and troubleshooting multi-tier cloud applications/software products and on-premise solutions.
• Hands-on experience in Java programming and heap dumps.
• Hands-on experience in Monitoring tools such as Kibana, Splunk, and Grafana.
• Knowledge of Webservices.
• 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 of cloud platforms.
• Flexible to work primarily in shifts.
• Demonstrates the ability to troubleshoot issues, disturbances, and failures in platforms and systems, and work with internal and external stakeholders to restore functionality.
• Ability to prioritize and manage multiple incidents.
• Demonstrated ability to interact with a diverse customer base successfully.
• Knowledge/prior exposure to Incident/Problem/Change Management.
• Understanding of ITIL framework.
• Knowledge of AWS concepts.
• Excellent written and verbal skills.