Job Description

KEY RESPONSIBILITIES

CUSTOMER ISSUE RESOLUTION & OWNERSHIP (Case Work)

• Independently research, address, and promptly resolve high complexity cases in adherence to global standards, consistently meeting and exceeding objectives for Case Quality and Customer Satisfaction. Make independent decisions on these cases that balance customer impact, risk, and team standards.

• Escalate customer issues with clear context, impact summaries, and recommended next steps.

• Create and follow detailed runbooks to complete highly complex customer requests, proactively updating them as new information or corrections are needed.

TEAM LEADERSHIP, MENTORING, AND CULTURE

• Demonstrate strong technical competence in Guidewire products and/or platform components; be a trusted point of contact for peers seeking guidance.

• Elevate team understanding of products, tooling, and best practices through day-to-day work and structured knowledge sharing. Mentor peers and junior engineers to build technical skills, judgment, and autonomy.

• Provide daily coordination and guidance to the team for processing incoming cases to ensure courteous, timely, high quality, and effective responses to customer issues.

• Perform case audits and provide coaching to improve customer communication and case hygiene. Conduct 1:1’s with team members as necessary.

• Participate in interviews, and training of new hires.

• Lead medium-sized projects and initiatives from scoping through delivery.

• Contribute to a positive, inclusive team culture, fostering psychological safety and collaboration across local and remote teams.

• Participate in GPR or GWCP release assessments, ensuring proposed solutions meet security, performance, and production standards.

• Partner with Delivery teams, TAMs, Tech Leads, Product, and other GGS groups to understand each customer’s business objectives, architecture, and integration needs.

• Define and maintain diagnostic playbooks/runbooks; drive knowledge articles and internal documentation after key incidents.

• Be the technical point of contact to Product/Engineering and other teams for escalations and recurring issues; partner with L2 on trends and improvements.

REQUIRED QUALIFICATIONS

• 6 to 8+ years experience in technical support, SRE, DevOps, or application/platform support roles (enterprise SaaS or similar preferred).

• Strong proficiency in at least one relevant technical domain, such as: ○ Guidewire applications and integrations ○ Cloud infrastructure (e.g., AWS, Kubernetes, observability tooling) ○ Databases, scripting, and automation frameworks

• Demonstrated ability to own complex customer issues end-to-end, including troubleshooting, stakeholder communication, and post-incident follow-up. Proven experience mentoring or coaching peers and contributing to team-wide enablement or documentation.

• Excellent written and verbal communication skills, including the ability to explain complex technical topics in clear, customer-friendly language.

• Experience in a 24x7 or follow-the-sun support model.

• Familiarity with change management, incident management, and ITIL-inspired practices.

• Background working in cross-functional teams with Delivery, Product, and Customer Success/TAM organizations.

• Ability to read, write, and speak fluent English and German. Score bonus points if you are also fluent in another language such as French, Spanish, or Japanese

CORE QUALITIES

Customer-first judgment: Chooses the path that best serves long-term customer success while honoring Guidewire standards and risk thresholds. Ownership: Drives issues to closure; remains accountable and communicative until resolution and verification are complete.

Clarity: Writes and speaks with precision; documents so others can act independently without additional clarification.

Curiosity: Seeks root causes and systemic fixes, not just immediate workarounds. Reliability: Delivers on commitments; escalates early when risks threaten outcomes and follows through on agreed actions.

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