Guidewire is looking for an Application Support Engineer to join our Global Support organization. In this role, you will provide 24x7 technical support to Guidewire customers using our products in both cloud and on-premise environments. You will learn everything about Guidewire's offerings and communicate that knowledge clearly to customers and internal teams.
What You'll Do
- Develop and maintain deep expertise in Guidewire’s suite of products.
- Troubleshoot and resolve incoming support cases, identifying root causes and providing workarounds or solutions.
- Communicate with customers to provide timely and accurate updates on 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 a related field.
- 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.).
- Read, write and speak English fluently.
Nice to Have
- Familiarity with cloud applications and cloud infrastructure/services.
Technical Stack
- Java, XML, JSON
- JavaScript, ReactJS
- SQL, Postgres, Oracle
- Salesforce.com, JIRA
Team & Environment
You will be part of the Guidewire Global Support organization, working in a fun, passionate, and collegial environment built on integrity and rationality.
Work Mode
This is a global position, supporting customers worldwide.
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.
