Technical Support Engineer II-Scores Software Team

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 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, profe...