Product Support, Lead Engineer - Decision Management Suite

FICO ,
Birmingham, West Midlands
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Job Description

FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 90+ countries make better decisions. Join our world-class team today and fulfill your career potential! Job Summary Job Description The Opportunity "As a Product Support Engineer, you will provide technical support to internal and external clients for both hosted and on-premise solutions by supporting our diverse product portfolio. You will collaborate through innovation with IT, operations teams, product development and product management." - VP, Product Support. What You'll Do * Take full ownership of complex 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. * Support pre-sales and contractual negotiations, collaborating with internal and external clients/prospects. * Be available for On-Call duties where required. * Support the installation and configuration of FICO solutions on top the supported technology stack, both on client premises and on FICO's Analytical Cloud. * Support Cloud and on-premise deployment of FICO solutions, extension of the User Interface (UI) using supported technologies, configuration of J2EE Application Servers such as WebSphere, JBoss and WebLogic. What We're Seeking * Excellent customer interaction skills. * Excellent verbal and written command of the English language. * Good understanding in troubleshooting multi-tier enterprise applications, relational databases and good knowledge of SQL, PL/SQL. * Java programming with exposure to Java and Web technologies: J2EE framework, JSP, Servlets, a plus. * Knowledge of XML (JAXP and JAXB), XSLT, Ajax and Webservices. * Ability to prioritize and manage multiple incidents. * Be able to work under pressure. Advantageous Skills/Capabilities: * Bachelor's degree or equivalent work experience. * MQ interfaces experience. * Knowledge of reading heap, thread dumps and databases trace files and proficiency in tuning applications. * Familiarity with cloud technologies, AWS concepts, Kubernetes, Elastic map search * Exposure to Incident/Problem Management. Process knowledge e.g. managing and tracking requirements, design, etc. * Any additional verbal or written languages. 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 Global trends toward digital transformation have created tremendous demand for FICO's solutions, placing us among the world's top 100 software companies by revenue. We support many of the world's largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success. Our success is dependent on really talented people - just like you - who thrive on the collaboration and innovation that's nurtured by a d

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