Job Description

WHAT YOU WILL DO

A Senior 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.

• Resolve complex issues independently. Manage and resolve incidents within contractual service level agreements (SLAs). This includes coordination with other teams and stakeholders, and providing timely updates to customers.

• 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.

• Prioritizing and escalating customer issues appropriately.

• 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.

• 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.

WHAT WE ARE LOOKING FOR

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

• 8+ years of work experience providing enterprise application software support in Java for a B2B software company. Experience with Guidewire products on Guidewire Cloud Platform is a plus.

• Experienced in handling high severity and complex issues impacting production systems availability.

• Advanced exposure to broad technical skills including Java, Spring Boot and microservices architecture. Strong experience handling enterprise integration protocols, including RESTful APIs, SOAP Web Services.. Familiar with front-end web technologies (JavaScript / ReactJS or similar).

• Proficient in troubleshooting performance issues in distributed environments. Experienced in using various troubleshooting tools like : Datadog, Dynatrace, AppDynamics.

• Competent in reading the stack traces and reviewing the application code. Experienced in reading and interpreting application server thread dumps, Oracle AWR reports, and other log files.

• Strong understanding of relational databases and SQL, preferably Postgres, Oracle and SQL Server.

• Experienced in documenting technical solutions (preferably in the form of knowledge base articles).

• Experienced in mentoring junior engineers and assisting them on their daily tasks.

• Experienced in collaborating with cross-functional teams (Dev, Cloud, Platform, Infosec, etc…)

• Supported managers and leads on improving processes and team efficiency. Proactively look for ways to improve uptime, alerting, and efficiencies of systems.

WHAT YOU WILL BRING

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

• Outstanding troubleshooting skills; ability to think critically and display an aptitude for problem solving

• Employ sound business judgment when making business decisions

• Use creative and innovative ways to solve problems

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

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

• Display an understanding of the customer’s needs and a strong commitment to customer satisfaction

• Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service