Falcon L3 Support Engineer

Job Title: Falcon L3 Support Engineer

Location: Houston, TX (Hybrid, 3x a week)

Experience: 10+ Years

Must Have's:

• FICO Falcon Support experience
• Falcon rule configuration
• Incident Management experience

Job Summary:

We are seeking a highly skilled and motivated Falcon L3 Support Engineer to join our technical support team. The ideal candidate should have 8-12 years experience of handling complex incidents, fulfilling service requests, performing root cause analysis, and implementing configuration changes and scripting solutions for the Falcon product. This role requires flexibility to work morning and evening shifts and provide weekend on-call support.

Key Responsibilities:

• Handle and resolve high-priority incidents related to the Falcon product.
• Respond to and fulfil service requests from internal and external stakeholders.
• Conduct thorough root cause analysis to identify and resolve recurring issues.
• Develop and maintain scripts to automate support tasks and improve efficiency.
• Implement configuration changes to optimize product performance and functionality.
• Collaborate with cross-functional teams to ensure timely resolution of issues.
• Maintain detailed documentation of incidents, service requests, and resolutions.
• Participate in shift rotations including morning/regular/evening shifts.
• Provide on-call support during weekends as part of a scheduled rotation.

Qualifications:

• Proven experience in L3 technical support or a similar role.
• Strong understanding of incident management and service request processes.
• Proficiency in configuring and troubleshooting Falcon configurations/rules.
• Experience with configuration management and troubleshooting complex systems.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to work independently and in a team-oriented environment.
• Willingness to work flexible hours including weekends. Join our team and contribute to delivering exceptional support and continuous improvement for the Falcon product.