Application Support Engineer

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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/leading 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 by providing clear and concise technical explanations to technical and non-technical customers while managing the proper 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.

Required Experience and Education:

• Bachelor’s Degree in Computer Science or related field
• Familiarity with cloud applications and cloud infrastructure/services
• 6+ 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.)

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 other stakeholders.
• Understand customer empathy, sense of urgency and commit 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:

• Read, write and speak English fluently
• We provide 24x7 support and while many of our shifts are Monday through Friday during daytime hours, we rotate shifts monthly so there will be eventual evening and weekend shifts included in order to cover after-hours production emergencies
• Travel – Possible occasional travel (less than 5%) to other Guidewire offices for training and team meetings