POSITION OVERVIEW
Are you passionate about customer success? Do you likedigging into code, and have a drive to continuously learn and solveproblems? Do you want to be part of a fast-growing team thatprovides the best customer service in the industry? If so,come join us at Guidewire!
At Guidewire, we make software that offers Property andCasualty (P&C) Insurance companies the tools to take care oftheir customers when they need it the most, whether that’s a timeof crisis, a natural disaster, an accident, or exposure to cyberrisks. We build the core applications that insurance companies useto sell and underwrite policies, settle claims, and bill theircustomers. We also have a portfolio of innovative productsserving the needs of P&C insurance companies in areas such asdata management, digital online portals, and predictiveanalytics. We serve hundreds of insurance providers all overthe world, helping them handle billions of dollars ofbusiness.
We are proud to be voted a Top Cloud Employer on Glassdoor byour own employees and positioned as a market leader by industryexperts like Gartner. We have a fun work environment and a culturethat lives by our core values of integrity, rationality, andcollegiality.
We’re searching for people who are as passionate about workingtogether to deliver quality products and support as we are. Join usand enjoy a career where you can make an impact. You’ll beinspired by those around you, and you’ll be trusted and empoweredto go further.
Guidewire’s CASE team ( C ustomer A pplication S upport E ngineering) is part of the Customer & CloudOperations (CCO) organization, delivering 24x7 service to customerswho are using Guidewire Cloud Platform.
As a Senior Application Engineer, you will be part of a teamof Application Engineers in a regional “pod” that serves specifiedGuidewire customers. You will provide expert troubleshooting,problem remediation, system restoration, and root cause analysisfor all assigned cases.
This role requires a high degree of independence, ownershipand responsibility for customer success. ApplicationEngineers in the CASE team are expected to be highly responsive andresourceful to manage customer production issues in a timelymanner. This position will service customersMondaythruFriday . Thesuccessful candidate will be skilled at developing and maintainingprofessional relationships with peers as well as colleagues acrossdepartments and geographic locations. SeniorApplication Engineers are expected to provide technical leadershipand mentorship to more junior members of the pod. They willalso provide detailed cloud-hosted production system supportexpertise, general architecture best practices awareness andguidance, and should be willing to expand their team leadershipcapability.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Case Resolution
· Research,respond to and accurately resolve cases of moderate to highcomplexity, in a timely manner and in accordance with CASE teamstandards
· Function asprimary customer contact for all assigned support cases, meetingGuidewire’s contractual and internal goals for initial response andsubsequent customer communication
· Provideexpert solutions to customer problems to ensure customersatisfaction
· Writethorough and detailed case documentation to meet objectives forCase Quality and Customer Satisfaction scores
· Proactivelytake ownership and responsibility for support cases where and whenrequired
· Escalatecustomer issues to the CASE Manager as appropriate
· Participatein team projects that enhance the quality or efficiency ofsupport
· Participatein after-hours weekend deployments and on-call support asneeded
Knowledge Management
· Develop andmaintain deep knowledge of Guidewire’s products, achievingProfessional-level certification in at least one product area
· Contributeto an environment that encourages information sharing, team-basedresolution activity, cross training and an absolute focus on doingwhat is best for the customer
· Createknowledgebase articles and other informational documents to beshared with customers and teammates
· Contributeto a team environment that will have both local and remoteleadership
Customer Management
· Partner withGuidewire delivery teams to understand each customer’s businessobjectives and integration requirements, and rationalize thoseagainst established best practices you learn through yourexperience and that of your peers to ensure successful GuidewireCloud-hosted customer solutions
· Contributeto technical assessments of incoming Guidewire Cloud-hostedsolutions, ensuring that pre-production customer solutions meet oursecurity and performance criteria and adhere to our codingstandards
REQUIRED SKILLS AND EXPERIENCE
Education and Work Experience
· Bachelor’sDegree in Computer Science or related field
· Familiaritywith the Agile software development lifecycle
· 3+ years ofwork experience providing technical software support for a B2Bsoftware company
· Experiencewith a commercial customer incident tracking or CRM system such as
· Experienceusing a software defect tracking system such as JIRA
· Advanced exposure to broad technical skills such as Javadevelopment, web UI (design and development), XML,application architecture
· Knowledge offront-end web technologies (JavaScript and AngularJS) orsimilar
· Ability toread and interpret application server thread dumps and other logfiles
· Strongunderstanding of relational databases, including SQL and AuroraDB
·Understanding of AWS and Kubernetes
Personal Qualities
· Outstandingtroubleshooting skills; ability to think critically and display anaptitude for problem solving
· Employ soundbusiness judgment when making business decisions
· Use creativeand innovative ways to solve problems
· Display astrong work ethic and do whatever it takes to get the jobdone
· Demonstratestrong follow-through and consistently keep commitments tocustomers and employees
· Display anunderstanding of the customer’s needs and a strong commitment tocustomer satisfaction
· Ensure thateach and every customer is handled with a consummately professionalattitude and the highest possible level of service
Other Requirements
· Ability toread, write, and speak fluent English.
· You will bepart of a team that works together at one of our company officeslisted above (working remotely is not an option)
· Weprovide 24x7 support to our customers, so we expect you to taketurns with your teammates being on-call for after-hours productionemergencies
· Travel –Expect occasional travel (less than 5%) to other Guidewire officesfor training and team meetings
#LI-RC1
About Guidewire
Guidewire is the platform P&C insurers trust to engage,innovate, and grow efficiently.
Guidewire combines core, data, digital, analytics, and AI todeliver our platform as a cloud service. 380 insurers, includingthe largest and most complex in the world, run on Guidewire.
As a partner to our customers, we continually evolve to enabletheir success. We are proud of our unparalleled implementationtrack record with 700+ successful projects, supported by thelargest R&D team and partner ecosystem in the industry. Ourmarketplace provides hundreds of add-ons that accelerateintegration, localization, and innovation.
