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Guidewire is seeking a Production Support Application Engineer to own and tackle incoming customer support cases and production deployments covering the Guidewire InsuranceNow and Underwriting Management product portfolios. You will develop deep expertise in these two Guidewire products and provide triage, troubleshooting and deployment support using our knowledgebase and continuous learning to restore and maintain the affected production system. The successful candidate will be part of the Guidewire Global Support (GGS) organization that delivers 24×7 service to customers who are using our software both on-premises and in the Guidewire Cloud.
Responsibilities
- Develop and maintain, a deep knowledge of InsuranceNow and UM software and relevant diagnostic tools through company-sponsored Professional certification training and experience.
- Function as the main point of contact to research, respond to, priorities and accurately resolve cases in a timely manner and in accordance with team standards to ensure customer happiness!
- Provide expert solutions to customer problems to ensure customer satisfaction!
- Partner with Guidewire delivery, Product and Cloud Operations 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
- Write thorough and detailed case documentation to meet objectives for Case Quality, Customer Satisfaction scores, and SLAs.
- · Escalate customer issues and keep management informed of critical issues, as appropriate.
- Plan and coordinate deployments according to standards including pre-testing and installing (post-release) maintenance pack bundles and hot fixes.
- Contribute to an environment that encourages collaboration, information sharing, team-based resolution activity, cross-training, and an absolute focus on doing what is best for the customer.
- Participate in team projects that enhance the quality or efficiency of support
- Create UM customer weekly production metrics reports and daily monitoring reports.
- Primary work location is Chennai, India with the potential for occasional travel internationally, specifically to our other office locations and to team building events.
Required skills and experience:
- Bachelor’s Degree in Computer Science or related field
- Familiarity with the Agile software development lifecycle
- Computer programming or software application coding skills; Java programming experience is required
- 3+ years’ experience working directly with customers or key internal partners; preference for support for a B2B software company; Property & Casualty (P&C) insurance experience preferred
- Software as a Service (SaaS) platform support and operations experience
- Experience solving problem software code and reporting progress; preference for experience with a commercial customer incident tracking or CRM like Salesforce.com (preferred)
- Experience using a software defect tracking system such as JIRA (preferred)
- Advanced exposure to broad technical skills such as Object-Oriented Programming (Java, J2EE, App servers, C#, or similar), relational databases (data modeling/SQL/Aurora/MySQL), web UI (design and development), XML, web services and application architecture
- Experience with Rich Internet Technologies (HTML5, AJAX)
- Skills to read and interpret application server thread dumps, Oracle AWR reports, DataDog monitoring and other cloud management technologies
- Good communication and presentation skills
- Read, write, and speak fluent English
- We provide 24×7 support, so there will be some evening and weekend work required to cover after-hours production emergencies, on-call work, and deployments with compensatory time off
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
- Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service
Benefits
- Competitive Market Salary
- Bonus
- LTI (Long term cash Incentive)
- FlexWork options
- Group Medical Insurance
- Annual Wellness Reimbursement
- 15 days paid annual leave (Earned leave)
- 26 weeks paid maternity leave
- 16 weeks paid paternity leave
- 3 paid days volunteering and many more
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 cloud service. More than 450 insurers, 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 1000+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of add-ons that accelerate integration, localization, and innovation.
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.
