Java Application Support Engineer- (Japanese Speaking)

Summary

Job Description

What Youll Do

A Guidewire Application Support Engineer is primarily responsible for providing technical support to Guidewire customers using Guidewire products.

Develop and maintain deep expertise in Guidewires 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.

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 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.

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 to cover production emergencies.

At Guidewire we foster a culture of curiosity innovation and responsible use of AIempowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes.

What We Are Looking For

• Bachelors Degree in Computer Science or related field.

• 2 years experience working directly with the customers or key internal partners. Experience in support for a B2B software company is an added advantage.

• Familiarity with cloud applications and cloud infrastructure/services

• Experience with a commercial customer incident tracking or CRM system such as

• Experience using a software defect tracking system such as JIRA

• Hands-on experience with a broad technical skills including Java Spring Boot and microservices architecture.

• Experience handling enterprise integration protocols including RESTful APIs SOAP Web Services. Familiar with front-end web technologies (JavaScript / ReactJS or similar).

• Ability to read analyze and interpret diagnostic artifacts (heap/thread dumps AWR reports Datadog etc.)

• Strong understanding of SQL and commercial relational databases (Postgres Oracle etc.)

• Read write and speak English and Japanese fluently; JLPT level N1/N2 is a plus. Client-facing experience with Japanese customers is preferred.

What Youll Bring

• Sound troubleshooting skills. Ability to think critically and display an aptitude for problem solving.

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

• Sound communication skills and ability to explain complex technical concepts to a varied audience.

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

• Understand customer empathy sense of urgency and commit to customer satisfaction.

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

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 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 and follow us on Twitter: @GuidewirePandC.

Guidewire Software Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace and believe that a diversity of perspectives abilities and cultures is a key to our success. Qualified applicants will receive consideration without regard to race color ancestry religion sex national origin citizenship marital status age sexual orientation gender identity gender expression veteran status or disability. All offers are contingent upon passing a criminal history and other background checks where its applicable to the position.