Production Support Engineer, Guidewire
$90-120k
Office located in Bedford, MA
Back-end software for P&C insurance
Job no longer available
Back-end software for P&C insurance
1001+ employees
Job no longer available
$90-120k
Office located in Bedford, MA
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
- Familiarity with the Agile software development lifecycle
- Computer programming or software application coding skills; Java programming experience is required
- 3+ years’ experience working directly with customers or key internal partners; preference for support for a B2B software company; Property & Casualty (P&C) insurance experience preferred
- Software as a Service (SaaS) platform support and operations experience
- Experience solving problem software code and reporting progress; preference for experience with a commercial customer incident tracking or CRM like Salesforce.com (preferred)
- Experience using a software defect tracking system such as JIRA (preferred)
- Advanced exposure to broad technical skills such as Object-Oriented Programming (Java, J2EE, App) servers, C#, or similar), relational databases (data modeling/SQL/Aurora/MySQL), web UI (design and development), XML, web services and application architecture
- Experience with Rich Internet Technologies (HTML5, AJAX)
- Skills to read and interpret application server thread dumps, Oracle AWR reports, DataDog monitoring and other cloud management technologies
- Good communication and presentation skills
- Read, write, and speak fluent English
- We provide 24x7 support to our customers, so there will be some work outside of your regular scheduled days/shift (including weekends) to cover after-hours production emergencies, on-call work, and deployments with compensatory time off
- 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 employees
- Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service
What the job involves
- Guidewire is seeking a Production Support Application Engineer to own and tackle incoming customer support cases and production deployments covering the Guidewire InsuranceNow and Underwriting Management (UM) product portfolios
- You will develop deep expertise in these two Guidewire products and provide triage, troubleshooting and deployment support using our knowledgebase and continuous learning to restore and maintain the affected production system
- Develop and maintain a deep knowledge of InsuranceNow and UM software and relevant diagnostic tools through company-sponsored Professional certification training and experience
- Function as the main point of contact to research, respond to, priorities and accurately resolve cases in a timely manner and in accordance with team standards to ensure customer happiness!
- Provide expert solutions to customer problems to ensure customer satisfaction!
- Partner with Guidewire delivery, Product and Cloud Operations 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
- Contribute to technical assessments of incoming Guidewire Cloud-hosted solutions, ensuring that pre-production customer solutions meet our security and performance criteria and adhere to our coding standards
- Write thorough and detailed case documentation to meet objectives for Case Quality, Customer Satisfaction scores, and SLAs
- Escalate customer issues and keep management informed of critical issues, as appropriate
- Plan and coordinate deployments according to standards including pre-testing and installing (post-release) maintenance pack bundles and hot fixes
- Contribute to an environment that encourages collaboration, information sharing, team-based resolution activity, cross-training, and an absolute focus on doing what is best for the customer
- Participate in team projects that enhance the quality or efficiency of support
- Create UM customer weekly production metrics reports and daily monitoring reports
Our take
Insurance is an age-old industry rooted in ancient technology. Despite the substantial power and revenue of these companies, their backend systems have become outdated, leading to rising relative costs. The challenge of modernizing such entrenched systems has been a significant hurdle for many insurers.
Guidewire is at the forefront of transforming Property and Casualty insurance by offering cutting-edge software solutions delivered via the cloud. The company is dedicated to evolving its offerings through close collaboration with its extensive customer base. This intimate engagement helps Guideire refine and enhance its cloud solutions to better meet the needs of it sclients.
Despite its successes in facilitating the cloud transition, the future may see the emergence of insurance providers built on entirely different infrastructures. Guidewire's ability to adapt and leverage its expertise and adapt will be crucial for maintaining its role as a leading technology provider.
Steph
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (2 rounds)
Mar 2008
$0.8m
SERIES C
Sep 2007
$24m
SERIES C
Total funding: $24.8m
Company HQ
South San Mateo, San Mateo, CA
Leadership
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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