Customer Engineering – Engineer II

Job description

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 Customer Engineer is our entry point into technical customer success — a hands-on executor who learns by doing, builds foundational platform knowledge, and contributes to reliable, well-documented customer solutions. This role works in structured environments under clear guidance, following patterns set by more senior roles. Success here is about learning deeply, executing reliably, and building the habits of quality and repeatability that define great Customer Engineers at every level. What You'll Contribute • Assist in customer engagements focused on configuration, basic integration, environment setup, and solution deployment. Translate clearly specified requirements into concrete technical tasks under the guidance of Lead or Senior Customer Engineers, and help customers with onboarding, data integration, and first-level troubleshooting.  • Execute technical tasks with high quality, consistency, and attention to detail within well-defined scope. Follow FICO-defined patterns, standards, and best practices for security, resilience, and performance, and participate in cross-team syncs with Product Support, Professional Services, and Engineering to feed back early-stage customer issues.  • Contribute to standard configuration templates and small-scale playbooks reusable across similar customer situations. Help surface recurring issues and integration pain points that inform documentation or tooling improvements and assist in building internal knowledge bases based on customer-facing experiences.  • Create practical technical notes, snippets, and small examples that illustrate how to configure or operate FICO solutions. Participate in internal brown-bag sessions and peer reviews and contribute to internal documentation that helps new Customer Engineers ramp faster.  • Own first-response incident management for assigned accounts, including documenting issue details, assessing initial severity, and initiating triage workflows. Communicate status and progress to customers and internal stakeholders in a timely manner, escalating to Lead or Senior Customer Engineers when issues exceed defined complexity or severity thresholds. Contribute to post-incident documentation and lessons-learned capture to strengthen team readiness for future incidents.  • Contribute to AI-enabled customer solutions, including integrations involving Generative AI, LLM-based capabilities, intelligent automation, and AI/ML workflows. Evaluate practical use cases, understand integration patterns and limitations, and help translate emerging AI capabilities into reliable customer solutions. • Execute technical work with strong attention to quality, security, resilience, scalability, and performance. Apply FICO-defined patterns and engineering best practices and proactively identify technical risks, dependencies, data gaps, and environment constraints before they affect customer outcomes. • Build reusable configuration templates, integration patterns, automation, and playbooks that can be applied across customer environments. Identify recurring implementation and integration challenges and contribute to tooling, documentation, and engineering improvements that reduce future delivery effort. • Develop practical technical assets including solution guides, API examples, automation scripts, troubleshooting guides, and operational runbooks. Contribute to internal knowledge sharing, technical demos, brown-bag sessions, and peer reviews to improve team capability and accelerate onboarding of other Customer Engineers. • Contribute to the team's collective learning by actively participating in peer reviews, pairing sessions, and knowledge-sharing activities. Document and share lessons learned from customer engagements to help other Customer Engineers ramp faster and seek out feedback and coaching from Lead and Senior Customer Engineers to accelerate your own growth and readiness for greater technical ownership.  What We're Seeking • Early-career experience in a technical implementation or customer-facing role, with a demonstrated ability to translate well-defined requirements into concrete technical tasks across configuration, integration, and deployment scenarios.  • 4+ years of experience • Experience in LLM Application Development: Hands-on experience building production applications using LLMs, prompt engineering, structured outputs, and function/tool calling. • Experience in AI Agents & Orchestration: Experience building agentic workflows using frameworks such as LangGraph, LangChain, or equivalent, including MCP/tool integrations.   • Experience in Production AI Engineering: Strong Python/software engineering skills with experience deploying, monitoring, evaluating, and optimizing AI workloads for reliability, latency, cost, and security • Basic working knowledge of enterprise software platforms, APIs, and integrations, with a willingness to develop fluency in FICO Platform, decision management, and related analytics and fraud capabilities.  • Ability to document solutions, runbooks, and support procedures to ensure long-term maintainability, and to flag early-stage risks such as data gaps and environment constraints to senior t