Guidewire is looking for a Java Support Engineer to join our Global Support organization. You will provide technical support to Guidewire customers, developing deep expertise in our products and sharing that knowledge to resolve complex issues and improve our service.
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.
- Collaborate with or lead other teams to resolve complex problems.
- Communicate with customers, providing timely updates and clear technical explanations.
- Create and maintain knowledge articles related to 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.
- 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, and 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 and an aptitude for problem solving.
- Ability to read, write and speak English fluently.
Technical Stack
- Languages: Java, XML, JSON, JavaScript/ReactJS, SQL
- Databases: Postgres, Oracle
- Tools: Salesforce.com, JIRA, Datadog
Team & Environment
You will be part of the Guidewire Global Support organization, working within the Application Support team. Our culture is built on integrity, rationality, and collegiality. We foster a fun work environment and are passionate about working together to deliver quality products and support.
Work Mode
This is a global position.
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.
