Application Support Specialist
4 semanas atrás
Are you passionate about delivering exceptional customer experiences? Do you thrive in a fast-paced environment where no two days are the same? Do you have a knack for troubleshooting complex technical issues and a drive to continuously learn and improve?
We're seeking an experienced Application Support Engineer to join our Guidewire Global Support organization. As a key member of our team, you'll be responsible for providing technical support to our customers using Guidewire products, developing and maintaining deep expertise in our suite of products, and collaborating with other teams to resolve complex problems.
Key Responsibilities:- Provide timely and accurate technical support to customers using Guidewire products
- Develop and maintain deep expertise in Guidewire's suite of products
- Troubleshoot and resolve complex technical issues
- Communicate effectively with customers and other stakeholders
- Create and maintain knowledge articles related to customer-reported problems
- Execute operational tasks to provision, rebuild, configure, and restore services for customer cloud environments
- Identify areas for service improvement and collaborate with other teams to implement changes
- Manage and resolve incidents within contractual service level agreements
- Bachelor's Degree in Computer Science or related field
- 6+ years of work experience providing technical software support for a B2B software company
- Experience with cloud applications and cloud infrastructure/services
- 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
- Strong understanding of SQL and commercial relational databases
- 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
- Read, write, and speak English fluently
- Ability to work in a 24x7 support environment
- Possible occasional travel (less than 5%) to other Guidewire offices for training and team meetings
Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine core, data, digital, analytics, and AI to deliver our platform as a cloud service. 380 insurers, including 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 700+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our marketplace provides hundreds of add-ons that accelerate integration, localization, and innovation. Guidewire Software Inc. provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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