Guidewire is looking for a proactive and solution-driven Cloud Platform Support DBA to join our dynamic Platform Support team. The Platform Support DBA will work collaboratively within the Product Development Operations (PDO) team, serving our customers in both Guidewire Cloud and on-premise environments. This role requires a keen understanding of our platform, backed by the continuous learning provided by Guidewire Education, Product Development, and Cloud Engineering teams. You will be learning new and exciting AWS processes as we mature our journey in the cloud. In addition, you will learn additional database platforms which will expand your skills in both database administration, performance tuning, and Cloud Computing. The successful candidate will be part of the Product Development Operations (PDO) organization working in a hybrid environment that delivers 24x7 service to customers who are using our software in the Guidewire Cloud.Responsibilities:Function as the main contact to research, address, and promptly fulfill database requests.Resolve cases in adherence to team standards to meet and exceed customer satisfaction.Provide support for the Oracle RDS, Aurora PostgreSQL and Microsoft SQL Server production and non-production databases.Perform tuning, troubleshooting, and production support for database environments in multi-AZ AWS environments, both on EC2 and RDS/Aurora platforms.Document and maintain technical articles, including troubleshooting guides, knowledge base articles, and runbooks.Develop and maintain in-depth knowledge of our database through company-sponsored training and experience.Assist in daily administration activities including setup, configuration and monitoring of databases to ensure backups, availability and performance are all maintained to the highest standards.Monitor and work with Salesforce ticket queue for schema changes, security changes, executing scripts, and refreshing non-production databases.Be familiar with Jira for managing change requests.Collaborate with the application development and support teams on process bottlenecks and provide database tuning to ensure optimal performance.Develop and maintain strong relationships with customers and stakeholders, acting as a trusted advisor and technical point of contact.Assist support staff in troubleshooting SQL and other database errors.Report weekly to management about abnormalities and critical issues, provide root cause analysis and recommendations, work with infrastructure team, application team and/or other teams for problem resolutions, following the escalation path if needed.Contribute to an environment that encourages information sharing, team-based resolution activity, cross-training, and an absolute focus on doing what is best for the customer.Required Skills and Experience:Bachelor's Degree in Computer Science or a related STEM field, or equivalent experience. 5+ years' experience in database administration.3+ years' experience in PostgreSQL, Oracle RDS, SQL.Hands-on experience with AWS (EC2, S3, EBS, IAM and RDS).Highly proficient in one or more RDBMS technologies: MS SQL Server, AWS RDS/Aurora MySQL, AWS RDS/Aurora PostgreSQL, AWS RDS Oracle.Working knowledge of one or more database high availability scenarios such as: AWS Multi-AZ database deployments, MS SQL Server Always on Availability Groups, Oracle Data Guard.Knowledge of data replication tools like MS SQL Server transactional replication, Oracle Golden Gate, AWS DMS/DMT.Unix/Linux general administration skills and/or bash/python/powershell scripting knowledge of ANSI SQL Language (SELECT, INSERT, UPDATE, DELETE, JOIN, WHERE, etc.).Strong analytical, communication both written and verbal and quality control skills.Ability to manage multiple tasks with different deadlines.Detail-oriented, self-motivated, and uses sound judgment.Team player with a desire to learn and improve skills.Experience in working with AWS services, such as EC2, S3, RDS, and (Kubernetes) ECS/EKS, to deploy and manage Java applications in a cloud environment is a plus.Experience with CRM systems like Salesforce and defect tracking systems like Jira. 3+ years' experience working directly with customers or key internal partners; preference for support for a B2B software company.Outstanding troubleshooting skills; ability to think critically and display an aptitude for problem-solving.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.Read, write, and speak fluent English.Personal Qualities and Soft Skills:Enjoy teaching and mentoring others.Good communication and presentation skills.Strong work ethic and a positive, can-do attitude.Excellent communication skills and the ability to explain complex technical concepts to a varied audience.Strong follow-through and commitment to customers and employees.Benefits:Competitive market SalaryBonusHealthcare BenefitsAnnual Wellness Reimbursement16 weeks paid maternity and paternity leave2 paid days volunteering in the community
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