Customer Engineering-Director

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 Engineering Director is a force multiplier who ensures customers not only design the right solutions but also operate them effectively at scale. This role combines architectural depth with operational rigor to drive sustained customer value, platform adoption, and innovation across FICO's ecosystem. You work in high-ambiguity environments where business strategy, technical architecture, and operating models are undefined or evolving — owning both what customers build and how they run it across a defined portfolio of complex accounts.

What You’ll Contribute

• Incident Oversight & Escalation: Serves as the high-touch escalation point for support tickets, providing hands-on incident oversight and coordinating rapid resolution across internal teams to minimize client impact and ensure operational continuity.

• Proactive Platform Health: Conducts regular health checks and performance audits to proactively identify risks, optimize system performance, and ensure the client's environment remains stable and reliable.

• Technical Adoption & Solution Optimization: Partners with customers to configure and tailor the platform to solve specific business problems, identifies and removes technical barriers preventing full feature utilization, and drives deeper platform engagement to accelerate value realization.

• Change Management Governance: Provides customer-specific change management guidance for upgrades, migrations, and integrations, ensuring minimal disruption and risk mitigation without directly executing changes.

• Roadmap Alignment & Expansion: Develops a thorough understanding of each client's technical architecture and aligns it with the product roadmap to inform strategic planning, while partnering with Customer Success Managers to demonstrate the technical feasibility of new use cases and expansion opportunities.

• Trusted Technical Advisor: Educates customers on best practices and provides strategic "how-to" guidance that goes beyond standard support, building long-term trust and positioning the team as an extension of the client's own technical organization.

What We’re Seeking

• Strong expertise in a technical customer-facing role such as Technical Account Management, Solutions Engineering, Technical Support, or Customer Success, preferably within a SaaS or enterprise software environment.

• Technical Proficiency: Strong working knowledge of enterprise software platforms, cloud-based architectures, APIs, and integrations. Ability to understand and communicate complex technical concepts to both technical and non-technical audiences.

• Incident Management: Demonstrated experience managing technical escalations, coordinating cross-functional teams under pressure, and driving issues to resolution in a timely and organized manner.

• Customer Relationship Management: Proven ability to build and maintain trusted advisor relationships with senior technical stakeholders and executive sponsors within enterprise accounts.

• Analytical & Problem-Solving Skills: Strong diagnostic and analytical skills with the ability to identify root causes, assess risk, and develop actionable solutions in dynamic environments.

• Communication & Presentation: Excellent written and verbal communication skills, with the ability to deliver clear, concise updates, business reviews, and technical recommendations to diverse audiences.

• Cross-Functional Collaboration: Comfortable working across Customer Success, Support, Engineering, and Professional Services teams to advocate for the client and drive outcomes.

• Project & Change Management: Familiarity with change management principles and the ability to guide clients through complex technical transitions such as upgrades, migrations, and new integrations.

• Growth Mindset: A proactive, self-motivated approach with a passion for continuous learning, staying current on product developments, and evolving alongside the role as it grows strategically.

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.

#LI-FD1

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