Customer Engineer (Implementation & Technical Support)

Overview

Customer Engineer (Implementation & Technical Support) in FICO’s Customer Support organization, acting as the technical bridge between the FICO platform and customer needs.

What you'll do

• Lead moderately complex customer engagements end to end, covering configuration, integration, environment setup, deployment, and incident response.
• Translate moderately-defined requirements into working solutions, applying sound judgment to fill gaps.
• Guide customers through onboarding, data integration, and troubleshooting, escalating when complexity exceeds scope.
• Contribute to AI-enabled customer solutions, including integrations involving Generative AI, LLM-based capabilities, intelligent automation, and AI/ML workflows.
• Execute technical work with a focus on quality, security, resilience, scalability, and performance using FICO-defined patterns.
• Own incident response for assigned accounts, performing severity assessment, triage, and resolution for moderately complex issues.
• Develop reusable configuration templates, integration patterns, automation, playbooks, and engineering documentation.

What you'll need

• 4+ years of experience in a technical implementation or customer-facing role.
• Experience independently translating ambiguous or partially-defined requirements into working solutions.
• Fluency with enterprise software platforms, APIs, and integrations.
• Hands-on exposure to the FICO Platform (or comparable decision management/analytics/fraud platforms) or ability to ramp quickly.
• Ability to write solutions, runbooks, and support documentation others can rely on.
• Ability to independently identify risks such as data gaps and environment constraints.
• Experience mentoring or guiding less experienced teammates.