Job Description

What you’ll do

• Own the end-to-end troubleshooting and resolution of incoming support cases for Guidewire applications, from initial triage through root cause analysis, workaround, and final fix coordination.

• Investigate complex issues in customer cloud environments, including reviewing logs, configuration, integrations, and data, and collaborate with Product Development & Operations, Professional Services, and other experts when deeper changes are required.

• Communicate clearly and regularly with customers, providing accurate status updates, explaining technical concepts in accessible language, and managing expectations while incidents are in progress.

• Execute operational tasks to provision, rebuild, configure, and restore services in Guidewire Cloud environments, following established runbooks and quality, reliability, and security standards that support PDO’s operational excellence goals.

• Create and maintain high-quality knowledge articles, runbooks, and troubleshooting guides that capture learnings from incidents and enable faster self-service resolution for customers and internal teams.

• Monitor and manage incidents against contractual SLAs, ensuring timely escalation, cross-team coordination, and documentation that supports auditability and continuous service improvement.

• Identify patterns and opportunities to reduce incident volume and resolution time, feeding insights back into product, platform, and process enhancements that support PDO’s priorities around reliability, AI and cloud adoption, and measurable customer value.

• 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

Required

• 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.

• Foundational experience in application or technical support, service operations, or software troubleshooting (this may include internships, academic projects, or equivalent practical experience).

• Solid understanding of web applications and basic concepts such as HTTP, REST APIs, databases, and logs, with the ability to debug issues across multiple layers of a stack.

• Familiarity with at least one scripting or programming language (for example: Java, Python, JavaScript, or similar) and a willingness to deepen your technical skills.

• Strong analytical and problem-solving skills, with a structured approach to isolating issues and proposing pragmatic workarounds or solutions.

• Clear written and verbal communication skills in English, with the ability to translate technical findings into customer-friendly explanations.

• Growth mindset and curiosity to learn Guidewire products, the P&C insurance domain, and modern cloud technologies.

• Reliable teamwork and collaboration skills, including openness to feedback, knowledge sharing, and working across global, cross-functional teams.
  

Preferred

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related technical field, or equivalent practical experience.

• Experience supporting SaaS or cloud-hosted applications (for example, working with AWS, Kubernetes, or similar environments).

• Exposure to IT service management concepts (e.g., incident, problem, and change management) and working with ticketing tools.

• Familiarity with observability or monitoring tools (logs, metrics, traces) and how they are used in incident investigation.

• Experience creating technical documentation, FAQs, or knowledge base content for internal or external audiences.
  

Your Impact

We believe in clarity and setting you up for success. In your first months, you’ll complete a structured onboarding, learn how Guidewire’s cloud platform and core applications support P&C insurers, and shadow experienced engineers on real customer cases to build confidence in our tools, processes, and communication standards.

By six months, you’ll independently handle a portfolio of support cases, consistently meeting SLAs, contributing knowledge articles, and using AI-assisted diagnostics to shorten investigation and resolution times in line with PDO’s goals for operational excellence and GenAI adoption.

Your work will help ensure every customer is successful and referenceable, directly supporting Guidewire’s mission to transform the way insurers operate and enabling our product teams to focus on the next wave of AI-, cloud-, and data-driven innovation.

What’s in it for you

The people we employ give their all, and in return, we offer flexibility wherever we can, such as:

• Flexible work environment

• Health and wellness benefits

• Paid time off programs including volunteer time off

• Market-competitive pay and incentive programs

• Continual development and internal career growth opportunities