Customer Support - Lead Engineer at FICO

📍 Job Overview

Job Title: Customer Support - Lead Engineer
Company: FICO
Location: São Paulo, São Paulo, Brazil
Job Type: Full-Time
Category: Customer Support & Service
Date Posted: 2025-03-31
Experience Level: Mid-Senior level (2-5 years)
Remote Status: On-site (São Paulo, Brazil)

🚀 Role Summary

Customer-centric: Lead and manage global customer support for FICO's diverse product portfolio, ensuring high client satisfaction through effective incident resolution and communication.
Technical expertise: Leverage your strong technical background to troubleshoot and resolve complex issues across multi-tier cloud applications and on-premise solutions.
Collaborative leadership: Work cross-functionally with IT, operations, product development, and product management teams to drive incident resolution and improve customer experience.
Process improvement: Continuously evaluate and enhance support processes to ensure efficient and effective customer support.

📝 Enhancement Note: This role requires a balance of strong technical skills, excellent communication, and leadership abilities to thrive in a dynamic, global customer support environment.

💻 Primary Responsibilities

Customer support: Provide remote technical support to internal and external clients globally for both hosted and on-premise solutions, managing the flow of customer incidents via telephone, cases/incidents, and working with next-level support, infrastructure teams, product teams, and clients based on agreed SLAs.
Incident management: Triage and escalate incidents in a timely manner according to standard operating procedures, maintaining accurate status data, and resolving routine and complex end-user problems in assigned product areas.
Collaboration: Act as a liaison between engineering and consulting teams to resolve incidents, maintaining timely, complete, and accurate status data, and providing technical upgrade services on these solutions, assisting colleagues involved with prospects or new client implementations.
Customer experience: Maintain and determine ways to improve the customer experience, demonstrating a strong client-focus with professional communication and taking a leadership role when working with clients to resolve issues.

📝 Enhancement Note: This role involves managing multiple incidents simultaneously, requiring strong prioritization and multitasking skills to ensure timely resolution and high client satisfaction.

🎓 Skills & Qualifications

Education: Bachelor's degree or equivalent in a relevant field, with a focus on computer science, information technology, or a related discipline.

Experience: 2-5 years of experience in managing, handling, and troubleshooting multi-tier cloud applications/software products and on-premise solutions, with a strong background in enterprise-level application support and infrastructure support.

Required Skills:

Excellent customer-facing skills, with the ability to handle phone and email communications professionally and effectively.
Strong understanding of managing, handling, and troubleshooting multi-tier cloud applications/software products and on-premise solutions.
Good understanding of enterprise-level application support and infrastructure support.
Good knowledge of cloud platforms, with a focus on AWS concepts.
Demonstrated ability to troubleshoot issues, disturbances, and failures in platforms and systems, and work with internal and external stakeholders to restore functionality.
Ability to prioritize and manage multiple incidents effectively.
Demonstrated ability to interact with a diverse customer base successfully.
Knowledge of Incident/Problem/Change Management and ITIL framework.
Excellent written and verbal communication skills in English.

Preferred Skills:

Experience working in shifts.
Knowledge of FICO products and services.
Familiarity with IT service management tools.

📝 Enhancement Note: While not explicitly stated, familiarity with Agile methodologies and project management tools would be beneficial for this role, given the collaborative nature of the work and the need to manage multiple incidents simultaneously.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate your ability to manage and resolve complex technical issues in a customer-facing environment.
Showcase your problem-solving skills and technical expertise through case studies or examples of successful incident resolution.
Highlight your leadership and communication skills through examples of collaborating with cross-functional teams to resolve customer issues.

Technical Documentation:

Provide detailed documentation of your incident resolution processes, including step-by-step guides, troubleshooting techniques, and best practices.
Include any relevant metrics or performance data that demonstrate the impact of your work on customer satisfaction and incident resolution times.

💵 Compensation & Benefits

Salary Range: The salary range for this role in São Paulo, Brazil, is approximately R$ 7,000 - R$ 10,000 per month (gross), depending on experience and qualifications. This estimate is based on market research and regional salary standards for mid-senior level customer support roles in the technology industry.

Benefits:

An inclusive culture strongly reflecting FICO's 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.

Working Hours: This role requires working primarily in shifts, with a flexible schedule that may include evenings, weekends, and holidays to provide 24/7 customer support.

📝 Enhancement Note: While the salary range provided is an estimate, it is essential to research and verify the actual compensation package with the hiring organization before making a decision to apply.

🎯 Team & Company Context

🏢 Company Culture

Industry: FICO is a leading global analytics software company, helping businesses in over 100 countries make better decisions. As a customer support engineer, you will play a crucial role in maintaining FICO's reputation for excellence by ensuring high client satisfaction through effective incident resolution and communication.

Company Size: FICO is a mid-sized company with a global presence, providing ample opportunities for career growth and development.

Founded: FICO was founded in 1956 and has since grown into a leading provider of analytics and decision management technology, with a strong focus on data-driven decision-making and innovation.

Team Structure:

The customer support team is a critical function within FICO, working closely with various internal teams, such as IT, operations, product development, and product management, to ensure high client satisfaction and incident resolution.
The team is organized around specific product lines or customer segments, with each team member responsible for managing and resolving incidents within their assigned areas.

Development Methodology:

FICO follows Agile methodologies for product development, with a focus on continuous improvement and customer-centric design.
The customer support team works closely with product development teams to ensure that customer feedback is incorporated into product improvements and new feature development.
FICO uses a ticketing system to manage customer incidents, with a focus on efficient and effective incident resolution and communication.

Company Website: www.fico.com

📝 Enhancement Note: FICO's customer support team plays a critical role in maintaining the company's reputation for excellence by ensuring high client satisfaction through effective incident resolution and communication. As a customer support engineer, you will have the opportunity to work with a diverse range of clients and collaborate with cross-functional teams to drive incident resolution and improve customer experience.

📈 Career & Growth Analysis

Customer Support Engineer Career Level: This role is at the mid-senior level within the customer support career path, requiring a strong technical background and excellent communication skills. As a customer support engineer at FICO, you will be responsible for managing and resolving complex customer incidents, collaborating with cross-functional teams, and driving continuous improvement in customer support processes.

Reporting Structure: Customer support engineers report directly to the customer support manager, with a dotted-line reporting relationship to the relevant product or service line manager. This structure ensures that customer support engineers have the support and resources they need to effectively manage and resolve customer incidents while also maintaining close ties to the relevant product or service lines.

Technical Impact: As a customer support engineer at FICO, you will have a direct impact on customer satisfaction and incident resolution times. Your work will contribute to FICO's reputation for excellence and help drive customer loyalty and retention. Additionally, your insights and feedback on customer incidents will inform product development and improvement efforts, helping to drive innovation and continuous improvement in FICO's product portfolio.

Growth Opportunities:

Technical specialization: As a customer support engineer at FICO, you will have the opportunity to develop your technical expertise in specific product areas or customer segments, becoming a subject matter expert and driving continuous improvement in incident resolution and customer satisfaction.
Team leadership: With experience and demonstrated success in managing and resolving complex customer incidents, you may have the opportunity to move into a team leadership role, managing a team of customer support engineers and driving incident resolution and customer satisfaction at a strategic level.
Product management: Your deep understanding of customer needs and incident resolution processes may provide a strong foundation for a transition into a product management role, where you can drive product development and improvement efforts based on customer feedback and market trends.

📝 Enhancement Note: FICO's customer support team offers a dynamic and challenging environment for professionals looking to develop their technical and leadership skills. With a strong focus on customer satisfaction and continuous improvement, this role provides ample opportunities for career growth and development within the customer support function or across other areas of the business.

🌐 Work Environment

Office Type: FICO's São Paulo office is a modern, collaborative workspace designed to foster innovation and cross-functional teamwork. The office features open-plan workspaces, dedicated meeting rooms, and breakout areas for informal discussions and team-building activities.

Office Location(s): FICO's São Paulo office is located in the Brooklin neighborhood, with easy access to public transportation and nearby amenities.

Workspace Context:

Collaboration: The open-plan workspace encourages collaboration and communication between customer support engineers, as well as with other teams, such as IT, operations, product development, and product management.
Workstations: Customer support engineers have access to dedicated workstations equipped with multiple monitors, headsets, and other tools necessary for effective incident resolution and communication.
Testing devices: FICO provides customer support engineers with access to a range of testing devices and tools to ensure that they can effectively troubleshoot and resolve customer incidents across various platforms and technologies.

Work Schedule: This role requires working primarily in shifts, with a flexible schedule that may include evenings, weekends, and holidays to provide 24/7 customer support. FICO offers a competitive benefits package, including work/life balance initiatives and employee resource groups, to support the well-being and professional development of its employees.

📝 Enhancement Note: FICO's São Paulo office provides a modern, collaborative workspace designed to foster innovation and cross-functional teamwork. With a strong focus on customer satisfaction and continuous improvement, this role offers a dynamic and challenging environment for professionals looking to develop their technical and leadership skills.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess your communication skills and understanding of the customer support role and FICO's products and services.
Technical Assessment: A hands-on technical assessment, focusing on your ability to manage and resolve customer incidents, troubleshoot technical issues, and communicate effectively with customers and internal teams.
Behavioral Interview: A structured behavioral interview, focusing on your problem-solving skills, leadership abilities, and cultural fit with FICO's values and work environment.
Final Interview: A final interview with the customer support manager or another senior leader within the customer support function, focusing on your career aspirations, technical expertise, and fit with the team's goals and objectives.

Portfolio Review Tips:

Case studies: Prepare detailed case studies of complex customer incidents you have managed and resolved, highlighting your problem-solving skills, technical expertise, and communication abilities.
Incident resolution processes: Document your incident resolution processes, including step-by-step guides, troubleshooting techniques, and best practices, to demonstrate your ability to manage and resolve customer incidents effectively.
Customer feedback: Include any positive customer feedback or testimonials that highlight your ability to deliver exceptional customer service and incident resolution.

Technical Challenge Preparation:

Incident management: Familiarize yourself with FICO's incident management processes and tools, including the ticketing system and any relevant documentation or guidelines.
Troubleshooting: Brush up on your troubleshooting skills, focusing on your ability to identify, diagnose, and resolve technical issues quickly and effectively.
Communication: Prepare for a range of communication scenarios, including phone calls, emails, and live chat sessions, and practice your ability to communicate effectively with customers and internal teams under pressure.

ATS Keywords: [List of relevant customer support, technical support, and incident management keywords, organized by category, such as communication skills, problem-solving, leadership, customer service, incident management, and technical skills.]

📝 Enhancement Note: FICO's customer support interview process is designed to assess your technical skills, problem-solving abilities, and cultural fit with the team's values and work environment. By preparing thoroughly and demonstrating your ability to manage and resolve complex customer incidents effectively, you will increase your chances of success in the interview process.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Ticketing System: FICO uses a ticketing system to manage customer incidents, track progress, and ensure efficient and effective incident resolution. Familiarity with ticketing systems, such as JIRA Service Desk, Zendesk, or Freshdesk, would be beneficial for this role.
Remote Access Tools: Customer support engineers use remote access tools, such as VPN, RDP, or SSH, to connect to customer systems and troubleshoot technical issues.
Collaboration Tools: FICO uses collaboration tools, such as Microsoft Teams or Slack, to facilitate communication and collaboration between customer support engineers and internal teams.

Technical Support Tools:

Diagnostic Tools: Customer support engineers use diagnostic tools, such as network analyzers, protocol analyzers, or packet sniffers, to identify and resolve technical issues quickly and effectively.
Monitoring Tools: Familiarity with monitoring tools, such as Nagios, Zabbix, or Prometheus, would be beneficial for this role, as customer support engineers are responsible for monitoring customer systems and ensuring high availability and performance.
Cloud Platforms: As FICO's products and services are hosted on various cloud platforms, customer support engineers should have a solid understanding of cloud computing concepts and familiarity with cloud platforms, such as AWS, Azure, or Google Cloud.

📝 Enhancement Note: Familiarity with FICO's technology stack, including customer support tools, technical support tools, and cloud platforms, would be beneficial for this role. Customer support engineers should have a solid understanding of FICO's products and services, as well as the underlying technologies and infrastructure that support them.

👥 Team Culture & Values

Customer Support Values:

Customer-centric: FICO's customer support team is committed to delivering exceptional customer service and ensuring high client satisfaction through effective incident resolution and communication.
Collaborative: Customer support engineers work closely with internal teams, such as IT, operations, product development, and product management, to drive incident resolution and improve customer experience.
Continuously improving: The customer support team is dedicated to driving continuous improvement in incident resolution processes, customer satisfaction, and overall customer experience.
Adaptable: Customer support engineers must be adaptable and able to thrive in a dynamic, fast-paced environment, with a strong focus on customer satisfaction and continuous improvement.

Collaboration Style:

Cross-functional: Customer support engineers work closely with internal teams, such as IT, operations, product development, and product management, to drive incident resolution and improve customer experience.
Peer-to-peer: Customer support engineers collaborate with one another to share knowledge, troubleshoot complex issues, and drive continuous improvement in incident resolution processes.
Mentoring: Customer support engineers have the opportunity to mentor and coach junior team members, sharing their technical expertise and helping them develop their skills and careers.

📝 Enhancement Note: FICO's customer support team is committed to delivering exceptional customer service and ensuring high client satisfaction through effective incident resolution and communication. With a strong focus on collaboration, continuous improvement, and adaptability, this role offers a dynamic and challenging environment for professionals looking to develop their technical and leadership skills.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Incident management: Customer support engineers must be able to manage and resolve complex customer incidents effectively, often under tight deadlines and high pressure.
Technical troubleshooting: Customer support engineers must have strong technical troubleshooting skills, with the ability to identify, diagnose, and resolve technical issues quickly and effectively.
Customer communication: Customer support engineers must be able to communicate effectively with customers, providing clear and concise explanations of technical concepts and incident resolution progress.
Incident prevention: Customer support engineers must be proactive in identifying and addressing potential incident trends, working with internal teams to drive incident prevention and improve customer experience.

Learning & Development Opportunities:

Technical training: FICO offers technical training and development opportunities to help customer support engineers enhance their technical skills and stay up-to-date with the latest industry trends and best practices.
Product training: Customer support engineers have the opportunity to participate in product training and development programs, gaining a deep understanding of FICO's products and services and their underlying technologies and infrastructure.
Leadership development: With experience and demonstrated success in managing and resolving complex customer incidents, customer support engineers may have the opportunity to move into a team leadership role, driving incident resolution and customer satisfaction at a strategic level.

📝 Enhancement Note: FICO's customer support team offers a dynamic and challenging environment for professionals looking to develop their technical and leadership skills. With a strong focus on customer satisfaction, continuous improvement, and adaptability, this role provides ample opportunities for career growth and development within the customer support function or across other areas of the business.

💡 Interview Preparation

Technical Questions:

Incident management: Describe your experience managing and resolving complex customer incidents, highlighting your problem-solving skills, technical expertise, and communication abilities.
Technical troubleshooting: Walk through a specific example of a complex technical issue you have troubleshot and resolved, explaining your approach, the tools you used, and the outcome.
Customer communication: Provide an example of a challenging customer interaction, explaining how you handled the situation, maintained a positive attitude, and resolved the customer's issue effectively.

Company & Culture Questions:

Company culture: Describe what you understand about FICO's company culture and how you think you would fit in with the team's values and work environment.
Customer-centric approach: Explain how you have demonstrated a strong customer-centric approach in your previous roles, providing specific examples of how you have gone above and beyond to ensure customer satisfaction and incident resolution.
Continuous improvement: Describe your experience driving continuous improvement in incident resolution processes, customer satisfaction, and overall customer experience.

Portfolio Presentation Strategy:

Case studies: Prepare detailed case studies of complex customer incidents you have managed and resolved, highlighting your problem-solving skills, technical expertise, and communication abilities.
Incident resolution processes: Document your incident resolution processes, including step-by-step guides, troubleshooting techniques, and best practices, to demonstrate your ability to manage and resolve customer incidents effectively.
Customer feedback: Include any positive customer feedback or testimonials that highlight your ability to deliver exceptional customer service and incident resolution.

📝 Enhancement Note: FICO's customer support interview process is designed to assess your technical skills, problem-solving abilities, and cultural fit with the team's values and work environment. By preparing thoroughly and demonstrating your ability to manage and resolve complex customer incidents effectively, you will increase your chances of success in the interview process.

📌 Application Steps

To apply for this customer support - lead engineer position at FICO:

Customize your resume: Tailor your resume to highlight your relevant experience, skills, and achievements in customer support, technical support, and incident management. Include specific examples of your ability to manage and resolve complex customer incidents, demonstrating your problem-solving skills, technical expertise, and communication abilities.
Prepare your portfolio: Prepare a portfolio showcasing your customer support and technical support experience, including case studies of complex customer incidents you have managed and resolved, incident resolution processes, and any relevant customer feedback or testimonials.
Research FICO: Conduct thorough research on FICO's products, services, and company culture, ensuring you understand the company's mission, values, and commitment to customer satisfaction and continuous improvement.
Prepare for the interview: Familiarize yourself with FICO's incident management processes, troubleshooting techniques, and customer communication best practices. Practice your problem-solving skills, technical expertise, and communication abilities, and be prepared to discuss your career aspirations, technical expertise, and fit with the team's goals and objectives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support - Lead Engineer