Senior Solution Support Engineer

Solution Support-Sr Engineer

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 Solution Support Group is a global team responsible for the stability, upgrades, and operational support of FICO's Cloud and SaaS platforms. This senior role combines hands-on technical execution with incident leadership and operational ownership, supporting FICO's most critical clients and production environments. Successful candidates are strong technologists who are also comfortable owning high-severity incidents, driving cross-team coordination, and ensuring operational readiness across complex platform solutions."

– VP, Global Customer Support

What You’ll Contribute

• As a generalist, support the full stack of Cloud multi-tier web-based applications.

• Manage the operations and stability of the environments in accordance with established procedures and best practices, while contributing to continuous improvement within those processes and procedures.

• Drive incidents to resolution during scheduled upgrade activities and tasks.

• Implement, monitor, refresh, and perform tasks on select/key Platform solutions.

• Solution Deployment and Promotion.

• Solution Technical Regression Testing, Performance Validation, and Sizing.

• Solution Change Management (deployments, patches, upgrades).

• Solution Incident Investigation and Resolution.

• Monitoring & Incident Response: Set up monitoring and alerting, investigate incidents, and drive resolution through structured runbooks and post-mortem practices.

• Solution related Support — L2 & L3 of the Solution.

• Improve the team's efficiency by leveraging AI to facilitate routine tasks.

What We’re Seeking

• Ambitious and self-driven individual with proven experience working with platform, SaaS, and component solutions.

• 8+ years of overall experience.

• Intermediate to advanced Linux experience.

• Experience with Java-based multi-tier application deployments (Java containers/application servers/containerized solutions/microservices).

• Experience on Programming languages (Java, Python etc) is must have.

• Experience with cloud computing platforms (AWS — EC2, S3, Athena) and container orchestration (Kubernetes, Docker).

• Familiarity with message brokers or event streaming platforms (e.g., Kafka).

• Familiarity with observability tools such as Splunk, Grafana, or ELK/OpenSearch.

• Working knowledge of relational database systems.

• Working knowledge of networking systems and protocols (DNS, TLS, TCP/IP, Load Balancers, Firewalls).

• Familiarity with ITIL standards and technologies. ServiceNow experience is a plus.

• Scripting/programming experience (Puppet, PowerShell, PERL, .NET, Python), UNIX Shell is a plus.

• Experience with improving the daily routine of system monitoring, daily tasks, and troubleshooting using AI tools

Our Offer to You

• An inclusive culture strongly reflecting our 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.

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 www.fico.com/Careers

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.

Information submitted with your application is subject to the FICO Privacy policy at https://www.fico.com/en/privacy-policy

Experience Level

Senior Level