Job Description

Essential Duties and Responsibilities

• Function as a primary contact to research, address, and promptly fulfill requests and resolve cases in adherence to team standards, thereby ensuring we meet and exceed customer satisfaction.

• Document and maintain technical articles, including troubleshooting guides, knowledge base articles, and runbooks, in order to meet objectives for customer request fulfillment and issue resolution.

• Resolve cases in adherence to team standards to meet and exceed customer satisfaction. Collaborate with cross-functional teams on complex issues involving system integration and custom configurations.

• Develop and maintain in-depth knowledge of our platform through company-sponsored training and experience

• Contribute to an environment that encourages information sharing, team-based resolution activity, cross-training, and an absolute focus on doing what is best for the customer.

• Develop and maintain strong relationships with customers and stakeholders, acting as a trusted advisor and technical point of contact.

• 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 AWS, Docker, Linux, and Kubernetes. Knowledge of Bash scripts is a plus.

• General familiarity with broad technical skills such as Object-Oriented Programming (Java, C#, or similar), relational databases (Oracle, PostgreSQL, MS SQL ), XML, and Cloud architecture.

• Proficiency in working with networking protocols and concepts, including TCP/IP, HTTP, DNS, and load balancing

• Familiar with software development lifecycle. Experience supporting Java web applications running in a live production environment.

• Familiar with CI/CD concepts and principles; Jenkins or TeamCity experience is a plus

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

• Read, write and speak English fluently. Proficiency in the Japanese language is a plus.

• Eligible and experienced working in Malaysia (citizen or PR only).

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

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