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 Lead Application Support Engineer, you will provide client-facing support on our hosted and on premise solutions for our Customer Communication Services product. You'll have the opportunity to collaborate through innovation with IT, operations teams, product development and product management while taking ownership of the resolution of complex technical issues." - VP, Product Support.

What You'll Contribute

**Role is 100% Remote

• 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.
• 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.
• 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

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 diverse and inclusive environment. We'll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks!

Learn more about how you can fulfill your potential at www.fico.com/Careers

FICO values the benefit that diversity and a culture of inclusion bring to our workplace. We are an equal employment opportunity and affirmative action employer and we're proud to offer employment and advancement opportunities to all applicants without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.