Senior Application Support Engineer (Java

Summary

Job Description

A Senior 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.

• Resolve complex issues independently. Manage and resolve incidents within contractual service level agreements (SLAs). This includes coordination with other teams and stakeholders and providing timely updates to customers.

• 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.

• Prioritizing and escalating customer issues appropriately.

• 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.

• 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.

• Bachelors Degree in Computer Science or related field.

• 8 years of work experience providing enterprise application software support in Java for a B2B software company. Experience with Guidewire products on Guidewire Cloud Platform is a plus.

• Experienced in handling high severity and complex issues impacting production systems availability.

• Hands-on experience with a broad technical skills including Java Spring Boot and microservices architecture. Strong experience handling enterprise integration protocols including RESTful APIs SOAP Web Services.. Familiar with front-end web technologies (JavaScript / ReactJS or similar).

• Proficient in troubleshooting performance issues in distributed environments. Experienced in using various troubleshooting tools like : Datadog Dynatrace AppDynamics.

• Competent in reading the stack traces and reviewing the application code. Experienced in reading and interpreting application server thread dumps Oracle AWR reports and other log files.

• Strong understanding of relational databases and SQL preferably Postgres Oracle and SQL Server.

• Experienced in documenting technical solutions (preferably in the form of knowledge base articles).

• Experienced in mentoring junior engineers and assisting them on their daily tasks.

• Experienced in collaborating with cross-functional teams (Dev Cloud Platform Infosec etc)

• Supported managers and leads on improving processes and team efficiency. Proactively look for ways to improve uptime alerting and efficiencies of systems.

• Excellent written and verbal communication skills in English including the ability to explain complex technical topics in clear customer-friendly language.

• 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 customers 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

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.