Platform Support Engineer, Team Lead (German speaking)

Summary

Job Description

• Independently research address and promptly resolve high complexity cases in adherence to global standards consistently meeting and exceeding objectives for Case Quality and Customer Satisfaction. Make independent decisions on these cases that balance customer impact risk and team standards.

• Escalate customer issues with clear context impact summaries and recommended next steps.

• Create and follow detailed runbooks to complete highly complex customer requests proactively updating them as new information or corrections are needed.

• Demonstrate strong technical competence in Guidewire products and/or platform components; be a trusted point of contact for peers seeking guidance.

• Elevate team understanding of products tooling and best practices through day-to-day work and structured knowledge sharing. Mentor peers and junior engineers to build technical skills judgment and autonomy.

• Provide daily coordination and guidance to the team for processing incoming cases to ensure courteous timely high quality and effective responses to customer issues.

• Perform case audits and provide coaching to improve customer communication and case hygiene. Conduct 1:1s with team members as necessary.

• Participate in interviews and training of new hires.

• Lead medium-sized projects and initiatives from scoping through delivery.

• Contribute to a positive inclusive team culture fostering psychological safety and collaboration across local and remote teams.

• Participate in GPR or GWCP release assessments ensuring proposed solutions meet security performance and production standards.

• Partner with Delivery teams TAMs Tech Leads Product and other GGS groups to understand each customers business objectives architecture and integration needs.

• Define and maintain diagnostic playbooks/runbooks; drive knowledge articles and internal documentation after key incidents.

• Be the technical point of contact to Product/Engineering and other teams for escalations and recurring issues; partner with L2 on trends and improvements.

• 6 to 8 years experience in technical support SRE DevOps or application/platform support roles (enterprise SaaS or similar preferred).

• Strong proficiency in at least one relevant technical domain such as: Guidewire applications and integrations Cloud infrastructure (e.g. AWS Kubernetes observability tooling) Databases scripting and automation frameworks

• Demonstrated ability to own complex customer issues end-to-end including troubleshooting stakeholder communication and post-incident follow-up. Proven experience mentoring or coaching peers and contributing to team-wide enablement or documentation.

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

• Experience in a 24x7 or follow-the-sun support model.

• Familiarity with change management incident management and ITIL-inspired practices.

• Background working in cross-functional teams with Delivery Product and Customer Success/TAM organizations.

• Ability to read write and speak fluent English and German. Score bonus points if you are also fluent in another language such as French Spanish or Japanese

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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 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.