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 Guidewire’s 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:
- Bachelor’s Degree in Computer Science or related field
- Familiarity with cloud applications and cloud infrastructure/services
- 4+ 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 Salesforce.com
- Experience using a software defect tracking system such as JIRA
- Advanced exposure to broad technical skills such as Java, XML, JSON, 3-tier application architecture
- Knowledge of 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.)
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 other stakeholders.
- 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:
- Read, write and speak English fluently
- We provide 24x7 support and while many of our shifts are Monday through Friday during daytime hours, we rotate shifts monthly so there will be eventual evening and weekend shifts included in order to cover after-hours production emergencies
- Travel – Possible occasional travel (less than 5%) to other Guidewire offices for training and team meetings
Other Jobs from Guidewire Software
Senior Cloud Engineer - AWS Infrastructure
Senior Cloud Engineer - AWS Infrastructure
Senior Cloud Engineer - AWS Infrastructure
Salesforce Developer
Similar Jobs
Senior Support Engineer
ML Data Engineer
Sr. Manager, Engineering
Data Scientist
There are more than 50,000 engineering jobs:
Subscribe to membership and unlock all jobs
Engineering Jobs
60,000+ jobs from 4,500+ well-funded companies
Updated Daily
New jobs are added every day as companies post them
Refined Search
Use filters like skill, location, etc to narrow results
Become a member
🥳🥳🥳 401 happy customers and counting...
Overall, over 80% of customers chose to renew their subscriptions after the initial sign-up.
To try it out
For active job seekers
For those who are passive looking
Cancel anytime
Frequently Asked Questions
- We prioritize job seekers as our customers, unlike bigger job sites, by charging a small fee to provide them with curated access to the best companies and up-to-date jobs. This focus allows us to deliver a more personalized and effective job search experience.
- Salaries for the engineering jobs on our site range from $100K-$200K. On average, senior engineer positions on our EchoJobs are about $160K.
- The EchoJobs positions have been sourced and vetted from the top companies to work for in the US as a software engineer, including LinkedIn and other reputable job sites. We also have syndicated jobs from companies that have just raised funding, as well as those that have great unique products and culture. From all of these sources, our founder, Morgan, has also resourced the company's authenticity in terms of their website, public appearance, and more.
- Yes, our users asked us for just this, so now our search filters allow you to search for your top jobs via location, as well as by onsite, remote, or both. Approximately 30% of our jobs are remote, so you’ve got the best options for you!
- We have not yet implemented this option, but are considering doing so in the future. For the moment, you would need to cancel your subscription, and resubscribe when you wanted to come back.
- We add new jobs to EchoJobs every day! We scan our sources for the newest jobs, verify them, and post them to EchoJobs within minutes. We add about 2,000-3,000 new jobs for you each day!
- From starting your job search to getting hired, the entire job search process can take us software engineers anywhere between 3-6 months. However, at EchoJobs, we’re striving to shorten this duration by finding the best, newest jobs for you, so you can do less job searching, and more applying.
- We’d recommend checking EchoJobs daily, as we add new jobs to the site each day. Additionally, if you got a chance to read our previous email on “what makes EchoJobs different from any other job search tools,” we also recommended that you set a job alert based on your job filters, so if you get emails on those new jobs, you could be checking more than once per day.
- If you decide to continue with us after the 1-month trial, we definitely recommend this, as we all know it usually takes 3-6 months to find a quality job as a software engineer these days. So to best support you, we just adjusted our membership options at EchoJobs to monthly, 3 months, or 12 months (this option is more for passive job seekers looking a little bit for the future if they want to come back to work or make a job switch potentially. This lets you see what’s out there in case an even better fit job becomes available.)
- EchoJobs is truly the only job site of its kind. We want to be THE spot for you to find the best job for you, and haven’t encountered any other company doing this. Other job sites are in niches besides software engineering or focus on a small portion of engineering jobs (like a specific coding language). In the words of Morgan, our founder, “I think what makes EchoJobs different is the amount of jobs, frequency that we add new jobs (we add 2,000-3,000 new jobs daily!), and the powerful search engines to find exactly the job you want more easily and efficiently. We can provide you with the most jobs that are vetted by us, we’ll continually find more new jobs for you, and we make it easier for you to apply and get hired.
What Fellow Engineers Say