Product Support Engineer I

  • San Jose, CA / Fairfax, VA - United States
  • Full-time
  • FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 90+ countries make better decisions. Join our world-class team today and fulfill your career potential!

    Job Description

    Role: Product Support Engineer I


    The Opportunity

    “Product Support Engineer provides technical and product assistance to both business and technical users, working internally with development, quality assurance, professional services and other groups to provide world-class support to FICO’s client base. This is not a developer position, though it involves extensive troubleshooting and problem solving skills, learning various FICO products and modules, interaction with developers both from our customer base and within FICO. The position provides growth opportunities into various technologies, products and other parts of the FICO organization as well as an opportunity to work on cloud and AWS technologies based on assigned modules and clients. The experienced support engineer will eventually act as a mentor and provide training to other engineers on specific technical issues and would become an SME (Subject Matter Expert) on a specific module of product”. -Hiring Manager, Product Support-Sr Engineer


    What You’ll Contribute

    • Manage customer inquiries throughout the problem lifecycle and provide satisfactory solutions.
    • Plan and execute effective troubleshooting methods, seek innovative ways to further issue resolution as well as systematically research all problems, perform diagnostic tests and engage additional resources during problem escalation.
    • Direct verbal and written interaction with clients to obtain necessary information.
    • Contribute professionally and consistently to documentation, call records and white papers to build product knowledge base. Respond, track and update incoming customer requests.
    • Continuously expand product knowledge and strengthening technical skills, both individually and across a team environment.
    • Maintain and look for ways to improve customer experience, demonstrating a strong client-focus with professional communication.


    What We’re Seeking

    • Bachelor’s degree in Computer Science, Engineering or equivalent or demonstrated skill and/or related industry experience.
    • Strong understanding of Object-Oriented Design and Programming, experience working on Core Java and related technologies.
    • Knowledge of Java and Web technologies like J2EE framework, JSF, Spring and Hibernate is an added advantage.
    • Experience in troubleshooting multi-tier enterprise applications, relational databases and good knowledge of SQL, PL/SQL is a plus.
    • Exposure to OutSystems platform: Timers, Processes, Integration Studio, extensions, etc. is a plus.
    • Functional knowledge of Loan Originations management system is a plus.
    • Experience supporting and trouble-shooting Cloud application is an added advantage.


    Our Offer to You

    • A culture and work environment strongly reflecting our core values:  Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
    • The opportunity to make a difference by leveraging your unique strengths.
    • Highly competitive compensation and rewards.
    • Flexible work options, opportunities to give back to your community, social events with colleagues and a comprehensive benefits program inclusive of progressive parental leave.


    Why Make a Move to FICO?


    At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics.  You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, predictive and prescriptive modeling, and much more.

    FICO makes a real difference in the way businesses operate worldwide:

    • Credit Scoring — 150+ billion FICO Scores have been sold to date, making it the most used credit score in the world.
    • Fraud Detection and Security — 2.6+ billion payment cards globally are protected by FICO fraud systems.
    • Lending — 3/4 of US mortgages are approved using the FICO Score.
    • Anti-Money Laundering — our solutions check more than half a billion transactions a day to prevent criminal schemes such as terrorist financing


    Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue. We support many of the world’s largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success.


    Our success is dependent on really talented people – just like you – who thrive on the collaboration and innovation that’s nurtured by a diverse and inclusive environment. We’ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career.  Join FICO and help change the way business thinks!


    Learn more about how you can fulfill your potential at


    FICO values the benefit that diversity and a culture of inclusion bring to our workplace.  We are an equal employment opportunity and affirmative action employer and we’re proud to offer employment and advancement opportunities to all applicants without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.



    This job was originally posted on SimplyHired.