Guidewire is seeking an Application Support Engineer II to join our Global Support organization. You will provide 24x7 technical support to customers running Guidewire software in the cloud and on-premise, developing deep product knowledge and communicating solutions.
What You'll Do
- Provide technical support to Guidewire customers using our products.
- Develop and maintain deep expertise in Guidewire’s full suite of products.
- Troubleshoot and resolve incoming support cases, identifying root causes and providing workarounds or solutions.
- Communicate with customers to provide timely updates and clear technical explanations.
- Create and maintain knowledge articles related to problem resolution.
- Execute operational tasks to provision, rebuild, configure, and restore services for customer cloud environments.
- Identify areas for service improvement and collaborate with other teams to implement changes.
- Manage and resolve incidents within contractual service level agreements (SLAs), coordinating with other teams.
- Share technical knowledge and expertise with team members and contribute to training materials.
What We're Looking For
- 4+ years of experience providing technical software support for a B2B software company.
- Experience with a commercial customer incident tracking or CRM system like Salesforce.com.
- Experience using a software defect tracking system such as JIRA.
- Advanced exposure to broad technical skills: 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.).
- Outstanding troubleshooting and problem-solving skills.
- Sound business judgment and innovative problem-solving.
- A strong work ethic, follow-through, and commitment to customer satisfaction.
- Professional attitude and the highest level of service.
- Fluent English reading, writing, and speaking.
- Ability to work rotating shifts, including evenings and weekends, for 24x7 support coverage.
Nice to Have
- Bachelor’s Degree in Computer Science or a related field.
- Familiarity with cloud applications and cloud infrastructure/services.
Technical Stack
- Languages & Formats: Java, XML, JSON, JavaScript, SQL
- Frameworks: ReactJS
- Databases: Postgres, Oracle
- Tools: Salesforce.com, JIRA, Datadog
Team & Environment
You will be part of the Guidewire Global Support organization, working in a team that values integrity, rationality, and collegiality.
Work Mode
This is a global role, with a work environment focused on fun, inspiration, trust, and empowerment.
Guidewire Software, Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success.
