Junior Product Support Engineer

Job Description

Job Responsibilities

• Responding to and resolving client’s service requests in accordance with contractual requirements.
• Maintaining timely, complete, and accurate problem status data.
• Resolving routine and complex end-user problems in assigned product areas.
• Replicating client-reported problems.
• Authoring technical notes and/or white papers for product knowledge base.
• Acting as the voice of our customers within the organization.
• Assisting colleagues involved with prospects or new client implementations and passing on product knowledge to new or existing colleagues via training workshops and/or presentations.
• Interact extensively with developers, both from our customer base and within FICO.
• Identify opportunities and suggest changes to enhance working practices and improve customer support experiences.

Qualifications:

• Bachelor’s degree in Computer Science Engineering or equivalent.
• Knowledge of reading heap and thread dumps.
• Knowledge of reading databases trace files.
• Knowledge with performance tuning applications.
• Knowledge troubleshooting multi-tier enterprise applications, relational databases and good knowledge of SQL, PL/SQL.
• Knowledge of Windows, Unix, AIX, or Red Hat Linux operating systems.
• Displays an understanding of process knowledge, for e.g. managing and tracking requirements, design, etc.
• Knowledge of Object Oriented Design.
• Knowledge of or experience with Java programming and web applications strongly preferred.
• Knowledge of XML, SOAP, or REST strongly preferred.
• Exposure to cloud-based solutions (AWS), openshift, docker, Kubernetes strongly preferred.
• Fluency in English and Advanced Spanish language skills required.

Rewards:

• High performance culture promoting recognition, rewards and professional development.
• Competitive base salary coupled with an attractive role-specific incentive plan.
• Comprehensive benefits program.