Operations Support Engineer - I ( Online Marketplace/E-commerce Platforms)

The Opportunity "As part of FICO’s innovative and evolving online marketplace, the Marketplace Operations Specialist will play a pivotal role in driving the operational success of FICO’s Marketplace. You will work across teams to ensure smooth day-to-day operations, resolve provider and customer issues, monitor key performance metrics, and support new feature rollouts, contributing to a seamless customer and provider experience." - Hiring Manager. What You’ll Contribute

• Review and QA product listings to ensure seamless user experience.
• Triage and resolve provider onboarding and listing issues.
• Monitor provider response times and ensure SLA compliance.
• Maintain accurate provider records and billing processes.
• Act as the first escalation point for customer issues from FICO Support.
• Collaborate with engineering on system defects and prioritize resolutions.
• Analyze support tickets to recommend product improvements.
• Develop and maintain provider-facing documentation.
• Monitor key analytics and address high-severity issues.
• Create bi-weekly reports and dashboards on marketplace performance.
• Design and optimize marketplace business processes.
• Author monthly release notes and collaborate with product marketing on feature updates.
• Support month-end billing processes and escalate finance-related issues as needed.

• 2-3 years of experience in operational roles, preferably in online marketplaces or e-commerce platforms.
• Experience with ticketing systems (e.g., Jira, Zendesk, Freshdesk) and triage processes.
• Basic understanding of API schemas and data exchange processes.
• Strong verbal and written communication skills for internal and external stakeholders.
• Proven ability to develop customer-facing documentation and manage multiple priorities.
• Empathy and excellent interpersonal skills for interacting with customers and partners.
• Exposure to reporting and analytics tools to track performance metrics.

• 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.