Senior Application Engineer

Summary

Are you passionate about customer success? Do you like digging into code, and have a drive to continuously learn and solve problems? Do you want to be part of a global team that provides the best customer service in the industry? If so, come join us at Guidewire!

At Guidewire, we make software that offers Property and Casualty (P&C) Insurance companies the tools to take care of their customers when they need it the most, whether that’s a time of crisis, a natural disaster, an accident, or exposure to cyber risks. We build the core applications that insurance companies use to sell and underwrite policies, settle claims, and bill their customers. We also have a portfolio of innovative products serving the needs of P&C insurance companies in areas such as data management, digital online portals, and predictive analytics. We serve hundreds of insurance providers all over the world, helping them handle billions of dollars of business.

We are proud to be voted a “Top 3” employer on Glassdoor by our own employees and positioned as a market leader by industry experts like Gartner. We have a fun work environment and a culture that lives by our core values of integrity, rationality, and collegiality.

We’re searching for people who are as passionate about working together to deliver quality products and support as we are. Join us and enjoy a career where you can make an impact. You’ll be inspired by those around you, and you’ll be trusted and empowered to go further.

The Application Support team is part of the Guidewire Global Support organization, delivering 24×7 service to customers who are using Guidewire software both in the Guidewire Cloud and on-premise.

As a Senior Application Support Engineer you will learn everything there is to know about Guidewire’s products, and you’ll communicate and share that knowledge with Guidewire’s internal and external customers.

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

• A Guidewire Application Support Engineer is primarily responsible for providing technical support to Guidewire customers using Guidewire products.
• Develop and maintain deep expertise in Guidewire’s suite of products
• Troubleshooting and resolution of incoming support cases. This includes identifying root causes of issues, providing workarounds or solutions, and collaborating with other teams to resolve complex problems.
• Communicate with customers and ensure that they receive timely and accurate updates on the status of their support requests. This includes providing clear and concise technical explanations to non-technical customers, and managing customer expectations.
• Create and maintain knowledge articles related to the resolution of customer-reported problems with Guidewire products.
• Execute operational tasks to provision, rebuild, configure, and restore services for customer cloud environments as needed.
• Identify areas for service improvement, and collaborate with other teams to implement changes that improve the customer experience.
• Manage and resolve incidents within contractual service level agreements (SLAs). This includes coordination with other teams and stakeholders, and providing timely updates to customers.
• Share your technical knowledge and expertise with other team members, and contribute to the development of team training materials and processes.
• Ability to resolve complex issues independently 
• Prioritizing and escalating customer issues appropriatel

Education and Work Experience

• Bachelor’s Degree in Computer Science or related field
• 5+ years of work experience providing enterprise application software support in Java for a B2B software company
• Experience in handling high severity and complex issues impacting production systems availability 
• Experience in using various troubleshooting tools like : Datadog APM, Dynatrace, AppDynamics
• Ability to read the stack traces and review the application code
• Experience in troubleshooting perf issues in distributed environment
• Advanced exposure to broad technical skills such as Cloud concepts (preferable AWS), Java development, Microservices, application architecture
• Ability to read and interpret application server thread dumps, Oracle AWR reports, and other log files
• Strong understanding of relational databases and SQL, preferably Postgres, Oracle and SQL Server
• Experience in documenting technical solutions (preferably in the form of KCS articles)
• Experience in mentoring junior engineers and assisting them on their daily tasks
• Experience in collaborating with cross-functional teams (Dev, Cloud, Platform, Infosec, etc…)
• Support managers and leads on improving processes and teams efficiency
• Proactively look for ways to improve uptime, alerting, and efficiencies of systems. 

Personal Qualities

• Outstanding troubleshooting skills; ability to think critically and display an aptitude for problem solving
• Employ sound business judgment when making business decisions
• Use creative and innovative ways to solve problems
• Display a strong work ethic and do whatever it takes to get the job done
• Demonstrate strong follow-through and consistently keep commitments to customers and employees
• Display an understanding of the customer’s needs and a strong commitment to customer satisfaction
• Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service

Other Requirements

• Ability to read, write, and speak fluent English
• 5 Days work week, including Saturday & Sunday coverage
• You will be part of a team that works together at one of our company offices listed above 
• We provide 24×7 support to our customers, so we expect you to take turns with your teammates being on-call for after-hours production emergencies
• Travel – Expect occasional travel (less than 5%) to other Guidewire offices for training and team meetings 

About Guidewire

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.

As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.

For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.

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. Qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability. All offers are contingent upon passing a criminal history and other background checks where it’s applicable to the position.

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