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Escalation Manager, Cloud Operations - Weekend Shifts required(US-REMOTE

  • Department Customer and Cloud Operations
  • Location United States - Remote
Guidewire Software builds core applications that companies use to sell insurance policies, settle claims, and bill their customers. We also have a portfolio of products serving the innovative needs of our customers in areas such as digital online portals, and data analytics.  We serve customers all over the world, helping them handle billions of dollars of business.  This is a lucrative and underserved market, and we have grown rapidly through a combination of quality products, excellent service, innovative technology, and a passionate belief in our core values of rationality, collegiality & integrity.

The Escalation Manager is a highly customer-focused, operational leader who is responsible for Guidewire Software’s Escalation Response Management. As a member of the Customer and Cloud Operations organization, the Escalation Manager should have strong technical knowledge of complex SaaS systems and deep experience leading internal and external rapid response to high severity incidents.

The Escalation Manager drives definition, training and improvement of consistent practices to successfully address Severity-1 customer escalations, with a high sense of urgency. This responsibility includes collaborating and partnering with the entire organization and other departments to drive action and foster growth. This Manager will report to the Sr Manager of Global Escalation Manager, they will need to be flexible with their work schedule since we have a " follow the sun" business.

* This will include working both weekend days as part of your scheduled 40hr work week *

Customer and Cloud Operations teams are passionate about helping our customers to fully realize the business value of their investments in Guidewire Software products and services. We are seeking an experienced support escalation manager who has successfully handled customer escalations as part of a 24x7 cloud-application support team, in a customer environment with strict Service Level requirements and high expectations for customer service. 

Key Responsibilities:

  • Ensures efficient and consistent practices to successfully address Severity-1 customer escalations, with focus on rapid resolution and transparent communication
  • Works with Guidewire teams within and outside of Customer and Cloud Operations to analyze and improve existing processes for Escalation Management
  • Performs process and customer skills training as well as corresponding Escalation Management exercises to help us achieve high levels of internal/external customer satisfaction
  • Leads cross-functional post-incident process reviews to ensure continuous improvement of operations and execution

Minimum Requirements:

  • BS or MS in Computer Science or related technical area.
  • 3+ years of experience in a technical support environment, handling highly complex issues
  • 1+ years managing, coordinating, and ensuring resolution of high-severity customer escalations for cloud-applications
  • Outstanding communication skills, both written and verbal communications
  • Deep experience leading and responding to complex critical incidents
  • Strong operational and services experience in a cloud services delivery environment
  • Strong technical knowledge of complex systems, ideally in a multi-tenant, cloud environment
  • Track record of providing mission critical support to large enterprise customers
  • Previous experience in working with global teams.

Specific Skills:

  • Executes with a high level of operational urgency
  • Ability to maintain calm, and work closely with a team during a critical situation
  • Outstanding communication and collaboration skills
  • Deep technical knowledge of multi-tenant, Cloud systems and/or highly complex infrastructure
  • Must have expertise in managing enterprise-level escalations.
  • Ability to manage and prioritize multiple escalations occurring all at once.
  • Flexibility, integrity and creative problem-solving skills are a per-requisite to be successful in this role.
  • Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management.
  • A team player who is influential and builds good working relationships across all functions.
  • Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required.
  • Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer loyalty.
  • Experience developing and maintaining productive relationships across organizations to ensure that business initiatives are completed, and business objectives are achieved.

Why Guidewire?

As a team, our mission is to provide distinguished consulting and support services to prospects, partners, and customers which result in 100 percent reference-able customers which guides us in all that we do.

About Guidewire

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently.

Guidewire combines core, data, digital, analytics, and AI to deliver our platform as a cloud service. More than 400 insurers, including 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.

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 orientation, gender identity, gender expression, veteran status, or disability. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.

Disability Accommodations and Guidewire’s Appeals Process. Guidewire provides accommodations to the hiring process to create a fair opportunity for candidates with disabilities to contend for open positions. Accommodation requests should be directed to (650) 356-4940 or If things do not go as hoped, we invite you to use our appeals process. Guidewire promises to independently review any denied accommodation and any decision not to offer you the position. The appeals process is the same in either case. Within five business days of receiving a notice of denial of an accommodation, or receiving a notice of your non-selection for a vacancy, call (650) 356-4940 or e-mail to make an appeal. Guidewire will assign a new decision-maker to review the request and/or hiring decision, who will then notify you in writing of a decision within 10 business days.
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.



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.



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.



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



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 16 weeks of paid leave for all new parents.



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.



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.