Application Support Engineer

Are you passionate about customer success?  Do you like digging into code, and have a drive to continuously learn and solve problems? Do you want to be part of a global team that provides the best customer service in the industry?  If so, come join us at Guidewire! At Guidewire, we make software that offers Property and Casualty (P&C) Insurance companies the tools to take care of their customers when they need it the most, whether that's a time of crisis, a natural disaster, an accident, or exposure to cyber risks. We build the core applications that insurance companies use to sell and underwrite policies, settle claims, and bill their customers.  We also have a portfolio of innovative products serving the needs of P&C insurance companies in areas such as data management, digital online portals, and predictive analytics.  We serve hundreds of insurance providers all over the world, helping them handle billions of dollars of business. We are proud to be voted a "Top 3" employer on Glassdoor by our own employees and positioned as a market leader by industry experts like Gartner. We have a fun work environment and a culture that lives by our core values of integrity, rationality, and collegiality. We're searching for people who are as passionate about working together to deliver quality products and support as we are. Join us and enjoy a career where you can make an impact.  You'll be inspired by those around you, and you'll be trusted and empowered to go further. The Application Support team is part of the Guidewire Global Support organization, delivering 24x7 service to customers who are using Guidewire software both in the Guidewire Cloud and on-premise. As a Data Application Support Engineer you will learn everything there is to know about Guidewire's Data products, and you'll communicate and share that knowledge with Guidewire's internal and external customers. 
\n Essential Duties & ResponsibilitiesDevelop and maintain deep expertise in Guidewire's suite of data products, such as DataHub and CDA. 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.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.Create and maintain knowledge articles related to the resolution of customer-reported problems with Guidewire Data products.Execute operational tasks to provision, rebuild, configure, and restore data 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.Manage and resolve incidents within contractual service level agreements (SLAs). This includes coordination with other teams and stakeholders, and providing timely updates to customers.Share your technical knowledge and expertise with other team members, and contribute to the development of team training materials and processes. Required Skills and ExperienceBachelor's Degree in Computer Science or related fieldStrong knowledge of relational database theory, data mapping / modeling, data streaming and data analysisKnowledge of data-warehousing, Data Marts (including star and snowflake schemas) and BIExperience in database administration (PostgreSQL or Oracle)Fluency in SQL scripting (PL/pgSQL and/or PL/SQL), including query optimizationKnowledge of AWS cloud infrastructure and related services (AWS Workspace, S3 Bucket)Experience with ETL tools such as SAP Business Objects, Informatica, SSISExperience working with Cognos for report design and maintenanceExperience with Apache Kafka, DataDog and TeamcityExperience with case management/ticketing systems such as Salesforce.com or JIRAFamiliarity with Linux shell scripting, Java and XML  Other Important RequirementsMultilingual Marvels: Show off your language prowess – fluent in English!Teamwork Adventure: Join a dynamic team working together in our vibrant company offices, creating a lively and collaborative atmosphere!5-day workweek, including weekends, with regular hours. (Rotational)Embrace the Fun! We're here 24/7 to support our customers, and we take turns with our awesome teammates being on-call for after-hours production adventures! It's all about teamwork and making sure our customers get the best care, day and nightWanderlust Wonders: Expect occasional travel (less than 5%) to our other Guidewire offices, exploring new places while attending training and team meetings! Personal Desirable QualitiesOutstanding troubleshooting skills; ability to think critically and display an aptitude for problem solvingEmploy sound business judgment when making business decisionsUse creative and innovative ways to solve problemsDisplay a strong work ethic and do whatever it takes to get the job doneDemonstrate strong follow-through and consistently keep commitments to customers and employeesDisplay an understanding of the customer's needs and a strong commitment to customer satisfactionEnsure that each and every customer is handled with a consummately professional attitude and the highest possible level of service
\nAbout Guidewire Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.
As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.
For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.
Guidewire Software Inc. provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.