Customer Engineering /AI Engineer

About this role

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 Customer Engineer is our entry point into technical customer success — a hands-on executor who learns by doing, builds foundational platform knowledge, and contributes to reliable, well-documented customer solutions. This role works in structured environments under clear guidance, following patterns set by more senior roles. Success here is about learning deeply, executing reliably, and building the habits of quality and repeatability that define great Customer Engineers at every level.

What You'll Contribute

- Analyze recurring and complex customer-impacting engineering issues and identify opportunities for AI-driven automation.
- Build AI-powered tools and workflows that help engineers diagnose, troubleshoot, remediate, and prevent customer issues.
- Develop prompt harnesses and evaluation frameworks to systematically test LLM solutions against real-world engineering scenarios.
- Work with code, logs, configurations, documentation, tickets, incidents, and other engineering context to build grounded AI solutions.
- Design agentic workflows where LLMs can reason over context, use tools, perform actions, validate results, and iterate.
- Understand and optimize the complete LLM loop:
   Context → Prompt → Model → Tool → Observation → Validation → Iteration
- Investigate AI failures methodically and improve prompts, context, tools, model selection, and workflows.
- Build prototypes quickly and turn successful experiments into reliable, reusable engineering capabilities.
- Develop automation that can identify patterns across customer issues and surface potential root causes or recommended actions.
- Measure solutions using meaningful engineering metrics such as accuracy, resolution time, automation rate, reliability, latency, and cost.
- Par...