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    Senior Application Support Engineer - San Mateo, United States - Guidewire

    Guidewire
    Guidewire San Mateo, United States

    2 weeks ago

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    Description

    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 thats 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. Were 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. Youll be inspired by those around you, and youll 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 Guidewires products, and youll communicate and share that knowledge with Guidewires internal and external customers.

    Essential Duties and Responsibilities

    • 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/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.

    Required Experience and Education:

    • Bachelors Degree in Computer Science or related field.
    • Familiarity with the Agile software development lifecycle.
    • 6+ 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
    • 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.
    • 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

    Other Requirements:

    • 5 days work week with rotation to cover weekend days and holidays.
    • You will be part of a team that works together at one of our company offices but if out of California, Pacific hours must be covered.
    • Travel Expect occasional travel (less than 5%) to other Guidewire offices for training and team meetings
    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. Were in the business of uplifting people, so they can fulfill their goals and ambitions. So, theres plenty of time and space for you to broaden your skills and experience.
    If we've got you excited and youre ready for a career upgrade, then we're eager to hear from you Get in touch to learn more about the Guidewire team youll work with.
    Our employee culture
    Who We Are
    #LI-TZ #insurtech #guidewire #python #javaprogramming #featured
    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: @Guidewire_PandC.
    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 it's applicable to the position.
    Disability Accommodations and Guidewires Appeals Process. Guidewire provides accommodations to the hiring process to create a fair opportunity for candidates with disabilities to contend for open positions. Accommodation requests should be directed to or If things do not go as hoped, we invite you to use our appeals process. Guidewire promises to independently review any denied accommodation and any decision not to offer you the position. The appeals process is the same in either case. Within five business days of receiving a notice of denial of an accommodation, or receiving a notice of your non-selection for a vacancy, call or e-mail to make an appeal. Guidewire will assign a new decision-maker to review the request and/or hiring decision, who will then notify you in writing of a decision within 10 business days.
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