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 an Application Support Engineer you will learn everything there is to know about Guidewire’s products, and you’ll communicate and share that knowledge with Guidewire’s internal and external customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES - Case Resolution

A Guidewire 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/leading 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 by providing clear and concise technical explanations to technical and non-technical customers while managing the proper expectations.

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.

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.

Knowledge Management

Develop and maintain deep knowledge of Guidewire’s products, achieving Professional-level certification in at least one product area

Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on doing what is best for the customer

Create knowledgebase articles and other informational documents to be shared with customers and teammates

Contribute to a team environment that will have both local and remote leadership

Customer Management

Partner with Guidewire delivery teams to understand each customer’s business objectives and integration requirements, and rationalize those against established best practices you learn through your experience and that of your peers to ensure successful Guidewire Cloud-hosted customer solutions

Contribute to technical assessments of incoming Guidewire Cloud-hosted solutions, ensuring that pre-production customer solutions meet our security and performance criteria and adhere to our coding standards

REQUIRED SKILLS AND EXPERIENCE - Education and Work Experience

Bachelor’s Degree in Computer Science or related field.

Familiarity with the Agile software development lifecycle.

2+ years of work experience providing technical software support for a B2B software company.

Experience with a commercial customer incident tracking or CRM system such as Salesforce.com

Experience using a software defect tracking system such as JIRA

Advanced exposure to broad technical skills such as Java development, web UI (design and development), XML, application architecture

Knowledge of front-end web technologies (JavaScript and AngularJS) or similar

Ability to read and interpret application server thread dumps, Oracle AWR reports, and other log files

Strong understanding of relational databases and SQL

Personal Qualities

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

Strong mentoring skills and ability to motivate others

Other Requirements

Work weekends (Negotiable shift pattern but Saturday and Sunday must be covered)

Ability to read,write, and speak fluent English

You will score bonus points if you can also read, write, and speakFrench

Travel – Expect occasional travel (less than 5%) to other Guidewire offices for training andteammeetings

Additional Information

Be Yourself & Stay Clever

At Guidewire, we value autonomy, empowerment, and inclusivity, which is why we want each of our employees to be heard and celebrated. We’re in the business of uplifting people, so they can fulfill their goals and ambitions. So, there’s plenty of time and space for you to broaden your skills and experience.

If we've got you excited and you’re ready for a career upgrade, then we're eager to hear from you! Get in touch to learn more about the Guidewire team you’ll work with.

Our employee culture

https://careers.guidewire.com/culture

Who We Are

https://careers.guidewire.com/about

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About 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 cloudservice. 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 visitwww.guidewire.comand 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.