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 OpportunityAs 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 ContributeLead 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 coac...