Are you passionate about customer success? Do you like digging into code and have a drive to continuously learn and solve problems? Do you want to be part of a global team that provides the best customer service in the industry?
If so, come join us! At Guidewire, we make software that offers Property and Casualty (P&C) insurance companies the tools to take care of their customers when they need it the most, whether that's a time of crisis, a natural disaster, an accident, or exposure to cyber risks.
We build the core applications that insurance companies use to sell and underwrite policies, settle claims and bill their customers. We also have a portfolio of innovative products serving the needs of P&C insurance companies in areas such as data management, digital online portals and predictive analytics. We serve hundreds of insurance providers all over the world, helping them handle billions of dollars of business.
We are proud to be voted a "Top 3" employer on Glassdoor by our own employees and positioned as a market leader by industry experts like Gartner. We have a fun work environment and a culture that lives by our core values of integrity, rationality and collegiality. We're searching for people who are as passionate about working together to deliver quality products and support as we are. Join us and enjoy a career where you can make an impact. You'll be inspired by those around you and you'll be trusted and empowered to go further. The Application Support team is part of the Guidewire Global Support organization, delivering 24x7 service to customers who are using Guidewire software both in the Guidewire Cloud and on-premise. As an Application Support Engineer you will learn everything there is to know about Guidewire's products and you'll communicate and share that knowledge with Guidewire's internal and external customers.
Essential Duties and Responsibilities
A Guidewire Application Support Engineer is primarily responsible for providing technical support to Guidewire customers using Guidewire products.
Develop and maintain deep expertise in Guidewire's suite of products.
Troubleshooting and resolution of incoming support cases. This includes identifying root causes of issues, providing workarounds or solutions and collaborating with/leading other teams to resolve complex problems.
Communicate with customers and ensure that they receive timely and accurate updates on the status of their support requests by providing clear and concise technical explanations to technical and non-technical customers while managing the proper expectations.
Create and maintain knowledge articles related to the resolution of customer-reported problems with Guidewire products.
Execute operational tasks to provision, rebuild, configure and restore services for customer cloud environments as needed.
Identify areas for service improvement and collaborate with other teams to implement changes that improve the customer experience.
Manage and resolve incidents within contractual service level agreements (SLAs). This includes coordination with other teams and stakeholders and providing timely updates to customers.
Share your technical knowledge and expertise with other team members and contribute to the development of team training materials and processes.
Required Experience and Education:
Bachelor's Degree in Computer Science or related field
Familiarity with cloud applications and cloud infrastructure/services
6+ years of work experience providing technical software support for a B2B software company
Experience with a commercial customer incident tracking or CRM system such as Salesforce.com
Experience using a software defect tracking system such as JIRA
Advanced exposure to broad technical skills such as Java, XML, JSON, 3-tier application architecture
Knowledge of front-end web technologies (JavaScript/ReactJS or similar)
Ability to read, analyze and interpret diagnostic artifacts (heap/thread dumps, AWR reports, Datadog, etc.)
Strong understanding of SQL and commercial relational databases (Postgres, Oracle, etc.)
Personal qualities:
Outstanding troubleshooting skills.
Ability to think critically and display an aptitude for problem solving.
Employ sound business judgment when making business decisions.
Use creative and innovative ways to solve problems.
Display a strong work ethic and do whatever it takes to get the job done.
Demonstrate strong follow-through and consistently keep commitments to customers and other stakeholders.
Understand customer empathy, sense of urgency and commit to customer satisfaction.
Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service.
Other Requirements:
Read, write and speak English fluently
We provide 24x7 support and while many of our shifts are Monday through Friday during daytime hours, we rotate shifts monthly so there will be eventual evening and weekend shifts included in order to cover after-hours production emergencies.
Travel – Possible occasional travel (less than 5%) to other Guidewire offices for training and team meetings.
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