Application Support Engineer III

Product Development and Operations / Full time / Hybrid

Job Description

Overview

Guidewire develops software that helps Property and Casualty (P&C) Insurance companies serve their customers in times of crisis, disasters, accidents, or cyber risks. We build core applications for selling and underwriting policies, settling claims, and billing, as well as data management, digital portals, and predictive analytics. We serve hundreds of insurers worldwide, helping them handle billions of dollars of business. We are a Glassdoor Top 3 employer and a market leader according to Gartner. We foster a culture of integrity, rationality, and collegiality, and we seek people who are excited to collaborate to deliver quality products and support.

The Application Support team is part of the Guidewire Global Support organization, delivering 24x7 service to customers using Guidewire software in Cloud and on-premise environments. As a Data Application Support Engineer, you will become knowledgeable about Guidewire's Data products and share that knowledge with both internal and external customers.

Essential Duties and Responsibilities

• Provide technical support to customers using Guidewire Data products.
• Develop and maintain deep expertise in Guidewire data products, such as DataHub and CDA.
• Troubleshoot and resolve incoming support cases, identify root causes, provide workarounds or solutions, and collaborate with other teams on complex issues.
• Communicate with customers, providing timely and accurate updates and clear technical explanations to non-technical audiences; manage customer expectations.
• Create and maintain knowledge articles related to resolving 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 enhance customer experience.
• Manage and resolve incidents within contractual SLAs, coordinating with teams and providing timely customer updates.
• Share technical knowledge with team members and contribute to training materials and processes.
• Support a culture of curiosity, innovation, and responsible use of AI to leverage emerging technologies and data-driven insights for productivity and outcomes.

Required Skills and ExperienceEducation and Work Experience

• Bachelor's Degree in Computer Science or related field preferred.
• 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.
• Demonstrated ability to embrace emerging technologies—especially AI—and apply data-driven insights to drive innovation, productivity, and continuous improvement.

Personal Qualities

• Outstanding troubleshooting skills; ability to think critically and solve problems.
• Employ sound business judgment when making decisions.
• Use creative and innovative approaches to problems.
• Display a strong work ethic and willingness to do what it takes to get the job done.
• Show strong follow-through and keep commitments to customers and teammates.
• Understand customer needs and commit to customer satisfaction.
• Provide professional and high-level service to every customer.

Other Requirements

• Ability to read, write, and speak fluent English.
• 5 days work week, hours 1pm - 10pm, including Saturday & Sunday coverage (every 2-3 months).
• Location: one of our company offices; remote work is not an option.
• 24x7 support requires on-call rotation for after-hours production emergencies.
• Occasional travel (less than 5%) to other Guidewire offices for training and team meetings.
• Guidewire is a platform for P&C insurers—cloud service, with a global footprint, a large R&D team, and a broad partner ecosystem.
• For more information, visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.
• Guidewire Software, Inc. is an equal opportunity and affirmative action employer. We consider applicants without regard to race, color, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability. All offers are contingent upon background checks as applicable.

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