Job Description

What You’ll Do

• As part of our team, you will play a vital role in ensuring the stability and performance of our platform while actively contributing to an environment of learning and improvement among our team members.

• Manage ticket queues ensuring customers get prompt attention and accurate responses. Investigate incident patterns, then raise awareness of issues and determine ways to mitigate.

• Resolve cases in adherence to team standards to meet and exceed customer satisfaction. Collaborate and resolve critical/high severity and/or complex support cases independently or with cross-functional teams.

• Develop and maintain in-depth knowledge of Guidewire Cloud Platform and software products. Coach team members on new skills and technologies through learning sessions or 1:1 mentoring sessions.

• Function as a key contact and a senior technical mentor for platform support engineers who need help completing platform-related tasks.

• 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.

• Identify opportunities, leading or contributing actively to continuous improvement initiatives that enhance the quality or efficiency of platform support.

• Participate in recruiting, conducting face-to-face technical interviews, and involved in the final selection process.

• 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.

What You’ll Bring

• 8+ years’ experience working directly with customers or key internal partners; preference for support for a B2B software company.

• 6+ years of experience in a Cloud Solutions Engineer, Platform Support Engineer, or similar role. AWS Certified Advanced Networking - Specialty certified is preferred.

• Proficiency in AWS, Docker, Linux, and Kubernetes are essential. Experience in working with AWS services, such as EC2, S3, RDS, and ECS/EKS (Kubernetes), to deploy and manage Java applications in a cloud environment 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.

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

• Familiar with CI/CD concepts and principles; Jenkins, TeamCity and Bitbucket experience a plus.

• Ability to handle multiple tasks with changing priorities and capable of handling frequent interruptions positively. Self-motivated with critical attention to detail and appreciation for record keeping principles and systems.

• Dedication to customer service in both words and actions. Demonstrate strong follow-through and consistently keep commitments to customers and employees.

• 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.

• Team orientation – Excellent interpersonal skills and ability to establish strong relationships with all levels of management.

• Based at Guidewire Curitiba Office and following the In-Office Hybrid Plan (3 days a week).