Guidewire is looking for an Application Support Engineer III to join our Global Support organization. You will be responsible for providing technical support to Guidewire customers, troubleshooting and resolving support cases, and ensuring customer success as part of a team delivering 24x7 service.
What You'll Do
- Develop and maintain deep expertise in Guidewire’s suite of products.
- Troubleshoot and resolve incoming support cases, including identifying root causes and providing workarounds or solutions.
- Communicate with customers to provide timely and accurate updates on the status of their support requests.
- Create and maintain knowledge articles related to the resolution of customer-reported problems.
- 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).
- Share technical knowledge and expertise with other team members and contribute to team training materials.
What We're Looking For
- Bachelor’s Degree in Computer Science or related field preferred.
- Familiarity with cloud applications and cloud infrastructure/services.
- 4+ 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.).
- Outstanding troubleshooting skills.
- Ability to think critically and display an aptitude for problem solving.
- Read, write and speak English fluently.
- Ability to work rotating shifts, including eventual evening and weekend shifts, to cover 24x7 support.
Technical Stack
- Java, XML, JSON
- JavaScript/ReactJS
- SQL, Postgres, Oracle
- Salesforce.com, JIRA, Datadog
Team & Environment
You will be part of the Guidewire Global Support organization, working in a team dedicated to customer success and technical problem-solving.
Work Mode
This role supports our global customer base and requires flexibility for rotating shift work.
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.
