Product Support Engineer

  • Birmingham - United Kingdom
  • Full-time

What You’ll Contribute

  • Duties include but not limited to Maintenance and Support of Origination Manager Products; responding to and resolving client's service requests in accordance with contractual requirements; maintaining timely, complete and accurate problem status data, resolving routine and complex end-user problems in assigned product areas;
  • replicating client-reported problems; authoring technical notes and/or white papers for product knowledge-base as well as being the voice of our customers within the organization.
  • Also providing remote technical upgrade services on these solutions, assisting colleagues involved with prospects or new client implementations and passing on product knowledge to new or existing colleagues via training workshops and/or presentations.
  • The incumbent will also be utilized for chargeable activities within a project team on need basis
  • Experienced support engineer will eventually act as mentors and provide training to other support engineers on specific technical issues, and may be assigned responsibility to become an SME (Subject Matter Expert) on a specific product or module. May identify opportunities and suggests changes to enhance working practices and improve customer support experiences. This is not a developer position, though it involves extensive troubleshooting and problem fixing skills, learning various FICO products and modules, interaction with developers of both from our customer base and within FICO. Candidate should possess sharp analytical skills, good understanding of the software engineering project life cycle and any of the following: O/S administration skills, Database skills and Programming skills.
  • Working Conditions: May be required to undertake On-Call duties and work outside of normal business hours (mostly during Afternoon Shift)
  • Candidate will be required to go through cloud and AWS trainings based on assigned modules and clients.


What We’re Seeking

  • Experience in development, maintenance and support of Java Products/Applications. Experience with OutSystems platform is a plus.
  • 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 of Core Java and related technologies
  • Exposure to OutSystems platform: Timers, Processes, Integration Studio, extensions, etc. is a plus
  • Knowledge of Java and Web technologies: J2EE framework, JSF, Spring and Hibernate
  • Knowledge of XML (JAXP and JAXB), XSLT, Ajax and Web services is plus
  • Experience in troubleshooting multi-tier enterprise applications, relational databases and good knowledge of SQL, PL/SQL
  • Process knowledge e.g. Agile process, managing and tracking requirements, SLA, etc
  • Functional knowledge of Loan Originations management system is a plus.
  • Experience supporting and trouble-shooting Jboss and Cloud application is an added advantage.
  • Knowledge of Unix / Shell is plus


We offer a competitive basic salary, annual bonus, Income Protection Scheme, Life Assurance Plan, Employee Assistance Program, AIG Business and Leisure Travel Services, Eye Care Assistance, Contributory Group Pension Plan, Private Medical Insurance, Dental Insurance, Cycle to Work, Discounted Gym Membership, Child Care Voucher Program, Season Ticket Loans and Tuition Reimbursement Program


Disclaimer: This job offer was originally posted on Linkedin.