Technical Support Engineer II-Scores Software Team

FICO is a leading global analytics software company, helping businesses in 100+ countries make better decisions. The role involves providing technical support and troubleshooting for FICO® Score products, while acting as a liaison between customers and internal teams.

Responsibilities:

• 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

Requirements:

• 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
• 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
• RHCSA/RHCE certification /ITIL certifications are desirable