Essential Duties & Responsibilities
- Develop and maintain deep expertise in Guidewire’s suite of data products, such as DataHub and CDA.
- 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 Data products.
- Execute operational tasks to provision, rebuild, configure, and restore data 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 Skills and Experience
- Bachelor’s Degree in Computer Science or related field
- Strong knowledge of relational database theory, data mapping / modeling, data streaming and data analysis
- Knowledge of data-warehousing, Data Marts (including star and snowflake schemas) and BI
- Experience in database administration (PostgreSQL or Oracle)
- Fluency in SQL scripting (PL/pgSQL and/or PL/SQL), including query optimization
- Knowledge of AWS cloud infrastructure and related services (AWS Workspace, S3 Bucket)
- Experience with ETL tools such as SAP Business Objects, Informatica, SSIS
- Experience working with Cognos for report design and maintenance
- Experience with Apache Kafka, DataDog and Teamcity
- Experience with case management/ticketing systems such as Salesforce.com or JIRA
- Familiarity with Linux shell scripting, Java and XML
Other Important Requirements
- Multilingual Marvels: Show off your language prowess – fluent in English!
- Teamwork Adventure: Join a dynamic team working together in our vibrant company offices, creating a lively and collaborative atmosphere!
- 5-day workweek, including weekends, with regular hours. (Rotational)
- Embrace the Fun! We're here 24/7 to support our customers, and we take turns with our awesome teammates being on-call for after-hours production adventures! It's all about teamwork and making sure our customers get the best care, day and night
- Wanderlust Wonders: Expect occasional travel (less than 5%) to our other Guidewire offices, exploring new places while attending training and team meetings!
Personal Desirable 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
- Display an understanding of the customer’s 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
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