Customer Engineer (Implementation & Technical Support)

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 As a Customer Engineer within FICO's Customer Support organization, you'll be the technical bridge between FICO's platform and the customers who depend on it to make better decisions, faster. FICO's mission is to help businesses in more than 100 countries use data, analytics, and decision management technology to improve outcomes, from credit risk to fraud prevention, and in this role you'll help turn that mission into working, reliable solutions in customers' hands. You'll own moderately complex customer engagements end to end, from configuration and integration through deployment and incident response, operating with meaningful autonomy while continuing to build the deeper platform expertise, judgment, and mentoring skills that define more senior Customer Engineers. What You'll Contribute Lead customer engagements involving configuration, integration, environment setup, and solution deployment — working from moderately-defined requirements and using sound judgment to fill in the gaps. Guide customers through onboarding, data integration, and troubleshooting, escalating only when complexity exceeds your scope. Contribute to AI-enabled customer solutions, including integrations involving Generative AI, LLM-based capabilities, intelligent automation, and AI/ML workflows. Independently evaluate practical use cases and integration patterns, and help shape how emerging AI capabilities get built into reliable customer solutions. Execute technical work to a high bar of quality, security, resilience, scalability, and performance, applying FICO-defined patterns while identifying where they need adapting. Proactively surface technical risks, dependencies, data gaps, and environment constraints — and resolve the more routine ones yourself before they reach senior engineers. Represent Customer Engineering in cross-team syncs with Product Support, Professional Services, and Engineering. Build and improve reusable configuration templates, integration patterns, automation, and playbooks used across customer environments. Identify recurring implementation challenges and drive the tooling, documentation, and process improvements that reduce delivery effort for the whole team. Develop solution guides, API examples, automation scripts, troubleshooting guides, and operational runbooks that other engineers rely on. Lead brown-bag sessions, peer reviews, and onboarding support for newer Customer Engineers. Take primary ownership of incident response for assigned accounts — assessing severity, driving triage, and resolving moderately complex issues yourself, escalating only the genuinely hard cases. Own clear, timely communication with customers and internal stakeholders throughout, and drive post-incident documentation and lessons-learned. Actively mentor and coach newer Customer Engineers through pairing, reviews, and knowledge-sharing, while continuing to seek out feedback from Lead/Senior Customer Engineers to keep growing your own scope. What We're Seeking 4+ years of experience in a technical implementation or customer-facing role, with a track record of independently translating ambiguous or partially-defined requirements into working solutions across configuration, integration, and deployment. Solid working fluency with enterprise software platforms, APIs, and integrations, plus real hands-on exposure to FICO Platform (or comparable decision management/analytics/fraud platforms) — or the ability to ramp quickly given prior similar experience. Demonstrated ability to write solutions, runbooks, and support documentation that others can rely on, and to independently identify risks (data gaps, environment constraints) before they become customer-facing problems. Comfortable operating with a good deal of autonomy, communicating clearly with both customers and internal teams, and making sound calls under ambiguity without waiting for step-by-step direction. A track record of mentoring or informally guiding less experienced teammates, plus continued curiosity and professionalism in customer-facing situations, even under pressure. 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, 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. 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, optimization, and much more. FICO makes a real difference in the way businesses operate worldwide: • Credit Scoring — FICO® Scores are used by 90 of the top 100 US lenders. • Fraud Detection and Security — 4 billion payment cards globally are protected by FICO fraud systems. • Lending — 3/4 of US mortgages are approved using the FICO Score. 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 help 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 fulfil your potential at FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and we’re proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they don’t meet all stated qualifications. While our qualifications are clearly related to role success, each candidate’s profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply. 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