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.

• As part of a global team, we provide 24x7 support using a Follow-the-Sun model across our three regions (APAC, EMEA and AMER). You will enjoy local daytime working hours Monday-Friday while participating in occasional weekend shifts on a rotating basis to cover production emergencies.

• At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI—empowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes.

Required Skills and Experience

• Bachelor’s Degree in Computer Science or related field.

• 2+ years’ experience working directly with the customers or key internal partners. Experience in support for a B2B software company is an added advantage.

• Familiarity with cloud applications and cloud infrastructure/services

• 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 and Japanese fluently; JLPT level N1/N2 is a plus.

• Eligible and experienced working in Malaysia.

Personal Qualities and Core Skills

• Sound troubleshooting skills. Ability to think critically and display an aptitude for problem solving.

• Display a strong work ethic and do whatever it takes to get the job done.

• Sound communication skills and ability to explain complex technical concepts to a varied audience.

• Demonstrate strong follow-through and consistently keep commitments to customers and employees.

• 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.

• Demonstrated ability to embrace AI and apply it to your role as well as use data-driven insights to drive innovation, productivity, and continuous improvement.

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