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!The opportunityas a product support engineer, you will provide remote technical support to internal and external clients for both hosted and on premises solutions by supporting our diverse product portfolio. Youll collaborate through innovation with it, operations teams, product development and product management. vp, product youll contributetake full ownership of client reported incidents, understanding business and technical impacts on 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 ficos 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. Be available for on-Call duties where required. Support cloud and on-Premises deployments of the fico decision management platform, and user interfaces (ui), using supported technologies. what were seekingexcellent customer interaction skills and fluent in englishlinux commands, any apm monitoring tools (appd preferred), of webservices (rest/soap)basic knowledge of reading heap, thread dumps and databases trace filesconcepts of programmingexcellent verbal and written skillsbasic concepts of java & object-Oriented concepts ability to prioritize and manage multiple able to work under pressure exposure to aws or any cloud related technologies, docker, kubernetes & kubectl good understanding in troubleshooting multi-Tier enterprise applications and saas in tuning applications. Our offer to youa culture and work environment strongly reflecting our core values: act like an owner, delight our customers and earn the respect of opportunity to make a difference by leveraging your unique competitive compensation and work options, opportunities to give back to your community, social events with colleagues and a comprehensive benefits program inclusive of progressive parental leave.#li-Fd1.
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