Platform Support Engineer

Guidewire is seeking a Cloud Platform Support Engineer on the Platform Support team to own and tackle incoming customer support cases covering the entire Guidewire cloud platform. You will develop deep expertise in the Guidewire cloud and provide triage and troubleshooting support using our knowledge base and continuous learning to restore the affected production system. The successful candidate will be part of the Product Development Operations (PDO) organization working in a hybrid environment that delivers 24x7 service to customers who are using our software in the Guidewire Cloud. 

Responsibilities:

• Function as the main point of contact to research, respond to, and accurately resolve cases in a timely manner and in accordance with team standards to ensure customer happiness!
• Write thorough and detailed case documentation to meet objectives for Case Quality and Customer Satisfaction scores
• Collaborate with cross-functional teams on complex issues involving system integration and custom configurations
• Develop and maintain, a deep knowledge of our platform through company-sponsored training and experience
• 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

Required skills and experience:

• Bachelor’s Degree in Computer Science (or a related STEM field), or related experience
• Familiarity with AWS, Docker, Linux, and Kubernetes. Knowledge of Bash scripts is a plus.
• Familiarity with the software development lifecycle
• 2+ years’ experience working directly with customers or key internal partners; preference for support for a B2B software company
• Outstanding troubleshooting skills; ability to think critically and display an aptitude for problem-solving
• Experience solving problem software code and reporting progress; preference for experience with a commercial customer incident tracking or CRM like Salesforce.com
• Experience using a software defect tracking system such as JIRA preferred
• General Familiarity with broad technical skills such as Object-Oriented Programming (Java, C#, or similar), relational databases, XML, and cloud architecture.
• Skills to read and interpret application server log files
• Good communication and presentation skills
• Read, write, and speak fluent English. Score bonus points if you can also have skills in another language such as French or German
• Familiarity with CI/CD concepts and principles; Jenkins or TeamCity experience a plus
• We provide 24x7 support and while the majority of our shifts are Monday through Friday during daytime hours, we rotate shifts monthly so there will be some evening and weekend shifts included in order to cover after-hours production emergencies

Be Yourself & Stay CleverAt Guidewire, we value autonomy, empowerment, and inclusivity, which is why we want each of our employees to be heard and celebrated. We’re in the business of uplifting people, so they can fulfill their goals and ambitions. So, there’s plenty of time and space for you to broaden your skills and experience.
If we've got you excited and you’re ready for a career upgrade, then we're eager to hear from you! Get in touch to learn more about the Guidewire team you’ll work with.
Our employee culturehttps://careers.guidewire.com/culture
Who We Arehttps://careers.guidewire.com/about
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About GuidewireGuidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 450 insurers, from new ventures to 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 1000+ 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.
For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.
Guidewire Software, Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success. Qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientat