Join our world-class team at FICO, a leading global analytics software company, and fulfill your career potential as a Technical Support Engineer II. The Scores Software team is responsible for the development, implementation, packaging, delivery, and support of FICO Score products. This role will involve providing hands-on support and troubleshooting, participating in a geographically distributed support team, and collaborating with engineers to diagnose and resolve infrastructure and application-level issues.
Requirements
- Provide hands-on support and troubleshooting for on-premise deployments and workloads deployed in the AWS Cloud environment
- Actively participate as a contributing member of a geographically distributed support team
- Apply foundational understanding of cloud service delivery models to accurately triage incoming support requests
- Use your working knowledge of the AWS platform to assist in diagnosing cloud-related performance, availability, and configuration issues
- Clear, professional, and empathetic communication with end users, customers, and internal stakeholders
- Adhere to defined incident management processes, escalation paths, and runbooks
- Bachelor’s in Computer Science or related disciplines
- 2-3 years relevant software technical support experience
- Experience with the AWS Cloud Computing environment
- Basic knowledge about Application Support/PAAS/IAAS/SAAS
- Excellent verbal and written communication skills
- Ability to work well under pressure following defined processes
- Ability to organize multiple priorities while paying exceptional attention to detail and quality
- RHCSA/RHCE certification /ITIL certifications are desirable
- Experience in a programming language (Java, Python,.Net, C/C++)
- Experience in debugging and resolving issues
- Knowledge of PostgresDB or other relational database
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Work/life balance
- Employee resource groups
- Social events to promote interaction and camaraderie