Technical Support Engineer II – Scores Software Team
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Job Description
Technical Support Engineer working on AWS Cloud environments, troubleshooting analytics software for global clients. Join FICO to enhance decision-making through analytics.
Responsibilities:
- 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 — PaaS, IaaS, and SaaS.
- 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 to resolve support tickets efficiently.
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.
- 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.
Benefits:
- 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.
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