Customer Engineering – Engineer II (AI/AWS)

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

• Analyze recurring and complex customer-impacting engineering issues and identify opportunities for AI-driven automation.

• Build AI-powered tools and workflows that help engineers diagnose, troubleshoot, remediate, and prevent customer issues.

• Develop prompt harnesses and evaluation frameworks to systematically test LLM solutions against real-world engineering scenarios.

• Work with code, logs, configurations, documentation, tickets, incidents, and other engineering context to build grounded AI solutions.

• Design agentic workflows where LLMs can reason over context, use tools, perform actions, validate results, and iterate.

• Understand and optimize the complete LLM loop:
     Context → Prompt → Model → Tool → Observation → Validation → Iteration

• Investigate AI failures methodically and improve prompts, context, tools, model selection, and workflows.

• Build prototypes quickly and turn successful experiments into reliable, reusable engineering capabilities.

• Develop automation that can identify patterns across customer issues and surface potential root causes or recommended actions.

• Measure solutions using meaningful engineering metrics such as accuracy, resolution time, automation rate, reliability, latency, and cost.

• Partner with internal engineering teams to integrate AI capabilities into existing tools and workflows.

• Help establish reusable patterns for applying AI to customer engineering problems at scale.

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 team members. 

• Comfortable working within structured team environments under guidance, with clear communication of technical progress and issues to both customer and internal teams. 

• A proactive approach to continuous skill development with demonstrated curiosity, reliability, and professionalism in customer-facing situations — even under ambiguity.
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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.

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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