Application Support Engineer

FICO

Bengaluru

On-site

INR 600,000 - 900,000

Full time

14 days+

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Benefits offered by this job

Competitive compensation and benefits

Inclusive culture and work environment

Opportunities for professional development

Work/life balance and social events

Job summary

FICO seeks a Customer Support Engineer to provide remote technical support for diverse product solutions. The role involves managing customer incidents, collaborating with various teams, and ensuring excellent customer communication. Candidates should possess strong problem-solving skills and a Bachelor's degree, with expertise in AWS and cloud applications.

Qualifications

3+ years of overall experience in customer support.
Experience with multi-tier cloud applications and on-premise solutions.
Understanding of incident/problem/change management and ITIL framework.

Responsibilities

Manage incident flow and end-to-end communication with clients.
Act as a liaison between engineering and consulting teams to resolve issues.
Improve the customer experience through professional communication.

Skills

Customer-facing skills

Incident management

Problem-solving

Communication

Troubleshooting

Knowledge of AWS concepts

Education

Bachelor’s degree or equivalent

Job description

“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

Manage the flow of customer’s incidents via telephone, cases/incidents, and working with next level support, infrastructure teams, 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, always demonstrating a strong client-focus with professional communication.

What We’re Seeking

Bachelor’s degree or equivalent.
3+ years of overall experience.
Sound understanding in managing, handling, and troubleshooting multi-tier cloud applications/software products and on-premise solutions.
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 on cloud platform.
Flexible to work primarily in shifts.
Demonstrates the ability to troubleshoot issues, disturbances, and failures in platform and systems, and work with internal and external stakeholders to restore functionality.
Ability to prioritize and manage multiple incidents.
Demonstrated ability to interact with 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.

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.

Seniority level