Customer Engineering - Engineer II

The Opportunity

As a Customer Engineer within FICOs Customer Support organization, youll be the technical bridge between FICOs platform and the customers who depend on it to make better decisions, faster. FICOs 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 youll help turn that mission into working, reliable solutions in customers hands. Youll 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 Were 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.

What Youll 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.