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Production Support Analyst

  • Department Customer and Cloud Operations
  • Location United States - Remote
Guidewire is seeking a Production Support Analyst to own and tackle incoming customer support cases and production deployments covering the Guidewire Underwriting Management and InsuranceNow 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 Customer & Cloud Operations (CCO) organization that delivers 24x7 service to customers who are using our software both on-premises and 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, Customer Satisfaction scores, and SLAs
  • Plan and coordinate deployments according to standards including installing (post-release) maintenance pack bundles and hot fixes
  • Develop and maintain, a deep knowledge of our products through company-sponsored Professional certification 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 related field
  • Familiarity with software development lifecycle
  • 5+ 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
  • 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
  • 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 log management technologies
  • Computer programming or software application coding skills (Java programming experience is preferred)
  • Good communication and presentation skills
  • Read, write, and speak fluent English
  • We provide 24x7 support and while the majority of our shifts are Monday through Friday during daytime hours, there will be some evening, weekend work included to cover after-hours production emergencies and deployments

Benefits

  • Competitive market Salary
  • LTI (Restricted Stock Units (RSUs))
  • Bonus
  • Company 401(k) matching contributions
  • Healthcare Benefits
  • Annual Wellness Reimbursement
  • 15-20 days paid annual leave, depending on length of service, 11 paid holidays
  • 16 weeks paid maternity and paternity leave
  • 3 paid days volunteering in the community

#LI-Remote

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 Accommodations@guidewire.com. 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 Accommodations@guidewire.com 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.

FINANCIAL

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

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

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

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 16 weeks of paid leave for all new parents.

CONTINUAL DEVELOPMENT

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

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.