Technical Support Engineer II-Scores Software Team

FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential!

The Opportunity

"The Scores Software team is responsible for the development, implementation, packaging, delivery and support of our industry leading FICO® Score products in the U.S. and around the world. In addition to using your native customer support and technical skills to triage and troubleshoot customer and partner support issues, you will be the liaison between the customer/partner and FICO Business and Technology Teams. Within this role, expect to gain cutting edge real-world software engineering experience, across multiple software languages, working with our engineers in small teams in a start-up like environment,” - Vice President, B2B Scores Software Engineering.

What You’ll Contribute

• Provide hands-on support and troubleshooting for on-premise deployments and workloads deployed in the AWS Cloud environment, with working knowledge of core services including S3, IAM, VPC, and CloudWatch to assist in diagnosis and resolution of infrastructure and application-level issues.

• Actively participate as a contributing member of a geographically distributed support team, coordinating across time zones to manage shared ticket queues, support escalation workflows, and maintain up-to-date internal knowledge base articles and runbooks.

• Apply foundational understanding of cloud service delivery models — PaaS, IaaS, and SaaS — to accurately triage incoming support requests, identify the appropriate resolution path, and escalate complex issues to senior engineers with well-documented context.

• Use your working knowledge of the AWS platform to assist in diagnosing cloud-related performance, availability, and configuration issues, leveraging AWS Console, CLI, and monitoring tools to gather relevant diagnostic data prior to escalation.

• Clear, professional, and empathetic communication with end users, customers, and internal stakeholders across ticketing systems, email, and verbal channels, ensuring timely updates, accurate issue documentation, and a positive support experience throughout the resolution lifecycle.

• Adhere to defined incident management processes, escalation paths, and runbooks to resolve support tickets efficiently under pressure, consistently meeting or exceeding established service level agreements (SLAs) and response time targets.

What We’re Seeking

• Bachelor’s in Computer Science or related disciplines.

• 2-3 years relevant software technical support experience.

• Experience with the AWS Cloud Computing environment.

• Ability to work well as part of a geographically diverse team.

• 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.

• Prompt engineering, able to prompt and work with and improve process with AI.

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.

• The targeted base pay range for this role is: $86,100 to $1,35,300 with this range reflecting differences in candidate knowledge, skills and experience.

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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 arti