Software Application Support Engineer at Guidewire Software in Exton, Pennsylvania

Guidewire Software
September 15, 2020
Exton, Pennsylvania
Job Type


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Software Application Support Engineer

Guidewire's Customer & Cloud Operations team is a pivotal part of Guidewire's success, has a start-up culture within a global public company, and is growing fast. We use our immense knowledge of Guidewire products (gained through company-sponsored training), and our ability to read and write Java and SQL, to delight customers with our problem-solving skills and customer service approach. 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 that’s 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 innovating 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 Cloud 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. We’re 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. You’ll be inspired by those around you, and you’ll be trusted and empowered to go further. Job type: Regular full-time
Weekend shift: Due to the nature of this role, employee will be required to work full-time during weekends (i.e. both Sat & Sun) and be on-call / pager duty. Telecommute on weekends will be OK. In return employee will have weekdays off.
Research, respond to and accurately resolve cases of moderate to high complexity, in a timely manner and in accordance with CASE team standards
Function as primary customer contact for all assigned support cases, meeting Guidewire’s contractual and internal goals for initial response and subsequent customer communication Knowledge Management
Develop and maintain deep knowledge of Guidewire’s products, achieving Professional-level certification in at least one product area
Contribute to an environment that encourages information sharing, team-based resolution activity, cross-training and an absolute focus on doing what is best for the customer Customer Management
Partner with Guidewire delivery teams to understand each customer’s business objectives and integration requirements, and rationalize those against established best practices you learn through your experience and that of your peers to ensure successful Guidewire Cloud-hosted customer solutions REQUIRED SKILLS AND EXPERIENCEEducation and Work ExperienceAn undergraduate degree / diploma in Computer Science or related field of study
Familiarity with the Agile software development lifecycle. Prior demonstrable object-oriented programming (OOP) skills in any one of these, e.g.
- Java / Gosu, Python, Scala etc Strong understanding of relational databases and SQL2 to 3 years of demonstrable 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 JIRAAdvanced exposure to broad technical skills such as Java development, web UI (design and development), XML, application architecture
Knowledge of front-end web technologies (Java
Script and AngularJS) or similar
Ability to read and interpret application server thread dumps, Oracle AWR reports, and other log files Personal Qualities
Outstanding troubleshooting skills; ability to think critically and display an aptitude for problem-solving
Employ sound business judgment when making business decisionsUse 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 Other Requirements
Ability to read, write, and speak fluent EnglishYou will score bonus points if you can also read, write, and speak FrenchYou will be part of a team that works together at one of our company offices listed above (working remotely is not an option)We provide 24x7 support to our customers, so we expect you to take turns with your teammates being on-call for after-hours production emergencies
Travel – Expect occasional travel (less than 5%) to other Guidewire offices for training and team meetings#nowhiring #hiringnow #guidewire #java #applicationsupport #sql #jira #productionsupport
Coronavirus Update: We understand coronavirus is causing a lot of uncertainty, but we want to let you know we're still recruiting. We're doing interviews over video, all assessments are online, and you'll start your job from home!

Job Expires: 2020-12-14
Apply You will be redirected to Guidewire Software's preferred application process.

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