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Production Support Engineer (Java)

DepartmentProduct Development and Operations
LocationIndia - Chennai
Location TypeHybrid

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. The successful candidate will be part of the Guidewire Global Support

(GGS) organization that delivers 24x7 service to customers who are using our software both on-premises and in

the Guidewire Cloud.

Responsibilities

● 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.

● Primary work location is Chennai, India with the potential for occasional travel internationally, specifically to our other office locations and to team building events.

● Scheduled work hours for this specific role may start between 5-9am Pacific Time (PT) and end by 2-6pm PT depending upon customer requirements. In the future, it may be required to rotate shifts between Pacific Coast time and IST.

Required skills and experience:

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

About Guidewire

Guidewire 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 540+ insurers in 40 countries, 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 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.

For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.

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.

Talent rewards

The perks. The rewards. The good stuff.

We’re proud to shout about our awesome benefits packages. Holistic wellness is a big deal for us. We offer everything you need to support your work and, most importantly, your work-life balance. We’re committed to helping you be the best version of yourself. Inside and outside of work.

FINANCIAL

Receive market-competitive pay and incentive programs—because you deserve it! To help future-proof your income, we offer generous support through retirement savings plans.

HEALTH AND WELLNESS

Keep your physical and emotional health in tip-top shape with health insurance for you and your family, an employee assistance program, annual wellness reimbursement, and access to wellness resources.

FLEXIBLE WORKING

Work in an environment where you’ll have the freedom and trust to make an impact, with time for your life outside of work.

DOWNTIME

Relax and kick back through our generous paid time-off programs. Make a difference in your community with three volunteer days each year. Take your own personal day of rest with My Day. We also offer ample paid leave for all new parents.

CONTINUAL DEVELOPMENT

We encourage self-directed learning, giving you every chance to become a better version of yourself, both professionally and personally. At Guidewire, lifelong learning is here for the taking.

CAREER MOBILITY

Your career opportunities are only limited by your own imagination. Guidewire’s community is filled with chances to expand your horizons across any of our teams or worldwide‌‌‌‌‌‌‌ locations.

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