Senior Application Support Engineer, Guidewire
More information about location
2 days a week in office
Back-end software for P&C insurance
Job no longer available
Back-end software for P&C insurance
1001+ employees
Job no longer available
More information about location
2 days a week in office
1001+ employees
Company mission
To constantly improve, so insurance companies can successfully respond to customer needs in a world where technology and risk are changing dramatically.
Role
Who you are
- Bachelor’s Degree in Computer Science or related field
- 5+ years of work experience providing enterprise application software support in Java for a B2B software company
- Experience in handling high severity and complex issues impacting production systems availability
- Experience in using various troubleshooting tools like : Datadog APM, Dynatrace, AppDynamics
- Ability to read the stack traces and review the application code
- Experience in troubleshooting perf issues in distributed environmentAdvanced exposure to broad technical skills such as Cloud concepts (preferable AWS), Java development, Microservices, application architecture
- Ability to read and interpret application server thread dumps, Oracle AWR reports, and other log files
- Strong understanding of relational databases and SQL, preferably Postgres, Oracle and SQL Server
- Experience in documenting technical solutions (preferably in the form of knowledge base articles)
- Experience in mentoring junior engineers and assisting them on their daily tasks
- Experience in collaborating with cross-functional teams (Dev, Cloud, Platform, Infosec, etc…)
- Support managers and leads on improving processes and teams efficiency
- Proactively look for ways to improve uptime, alerting, and efficiencies of systems
- 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
- Ability to read, write, and speak fluent English
What the job involves
- As a Senior Application Support Engineer you will learn everything there is to know about Guidewire’s products, and you’ll communicate and share that knowledge with Guidewire’s internal and external customers
- 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 productsTroubleshooting 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 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
- Ability to resolve complex issues independently Prioritizing and escalating customer issues appropriately
- 5 Days work week, including Saturday & Sunday coverage
- You will be part of a team that works together at one of our global company offices
- We provide 24x7 support to our customers, so some on-call is expected for after-hours production emergencies
- Travel – Expect occasional travel (less than 5%) to other Guidewire offices for training and team meetings
Otta's take
Xav Kearney
CTO of Otta
Insurance is an age-old industry built on ancient technology. While the power and revenues of these companies remains large, they have seen relative costs rises as their backend technology becomes dated.
Guidewire is helping Property and Casualty insurers come into the 21st century by providing mission-critical software that delivers on the cloud. The company is now focusing on working intimately with their impressive customer community in order to iterate on their cloud offerings.
While the company has had major success in enabling this cloud transition, the providers of tomorrow will likely be built with different infrastructure altogether. Guidewire will hope that it can leverage its expertise and data to ensure it can continue to provision additional technology services to even the most forward-looking providers.
Following the company's announcement to purchase up to $400 million of its outstanding shares, the company's stock prices have remained encouraging. With an almost $6 billion valuation as of February 2023, the company is well set for continued growth.
Insights
Company
Funding (2 rounds)
Mar 2008
$0.8m
SERIES C
Sep 2007
$24m
SERIES C
Total funding: $24.8m
Company benefits
- Incentive Programs
- Retirement savings plans
- Health insurance for you and your family
- Employee assistance program
- Annual wellness reimbursement
- Access to wellness resources
- Flexible Working
- Generous paid time-off programs
- Three volunteer days each year
- Ample paid leave for all new parents
- Personal day of rest with My Day
- Continual Development Opportunities
Company values
- Integrity: We build and maintain honest, candid, and caring relationships with clients, potential customers, partners, investors, and of course, each other!
- Rationality: All we do is supported by factual evidence—whether it’s building awesome products, making decisions, or communicating with each other
- Collegiality: We’re in it together—so we’re all equal. We work in professional harmony, with respect, without arrogance, and as part of a structure where responsibility is shared and owned by all of us
Company HQ
South San Mateo, San Mateo, CA
Articles
Founders
Mike Rosenbaum
(CEO, not founder)Prior to Guidewire, they led product management and go-to-market strategy for core CRM products at Salesforce and served in the US Navy as a submarine officer.
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