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Senior Software Application Support Engineer (US Remote)

  • Department Delivery Services
  • Location United States - Remote
Are you passionate about working to deliver quality products and supporting customers as we are? Join us and enjoy a career where you can make an impact. Be inspired by those around you.

Be trusted and empowered to go further.
Be a specialist troubleshooter, restore the customer's production system. Respond to, research, and accurately resolve cases of moderate to high complexity, to standard, and in a timely manner.

This role means independence, ownership, and responsibility for customer success. We need someone who is highly responsive and resourceful to handle customer production issues. You will be skilled at developing and maintaining professional relationships with customer teams and contacts as well as colleagues across departments and geographic locations.

This is a remote role but will require occasional travel to the customer site in IL or TX.

Responsibilities

  • Function as primary customer contact for assigned support cases, meeting Guidewire’s contractual and internal goals for initial response and subsequent customer communication
  • Triage issues, restore the system, find the root cause, and identify the fix
  • Be the interface between the customer and internal Guidewire teams
  • Provide expert solutions to customer problems to ensure customer satisfaction
  • Write thorough and detailed case documentation to meet objectives for Case Quality and Customer Satisfaction scores
  • Escalate customer issues as appropriate
  • Participate in team projects that enhance the quality or efficiency of support

Knowledge Management

  • Develop and maintain deep knowledge of Guidewire’s products, achieving Professional-level certification in at least one product area
  • Contribute to an environment that encourages information sharing, team-based resolution activity, cross-training, and a total focus on doing what is best for the customer
  • Create articles and other informational documents to be shared with customers and teammates

Skills and Experience

  • Bachelor’s Degree in Computer Science or related field
  • 5+ years of work experience providing technical software support for a B2B software company
  • Experience with a CRM system such as Salesforce.com that is used by Guidewire Community for case management
  • Proven customer management skills
  • Advanced Java development skills and advanced exposure to broad technical skills such as web UI (design and development), XML, application architecture; Gosu is nice-to-have.
  • Ability to read and interpret application server thread dumps, Oracle AWR reports, and other log files
  • Solid grasp of relational databases and SQL
  • Familiarity with the Agile software development lifecycle
  • Fluent English

Personal Qualities

  • Employ sound business judgment when making business decisions
  • 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
  • Display an understanding of the customer’s needs and a strong commitment to customer satisfaction
  • Ensure the customer is handled with a consummately professional attitude and the highest possible level of service

#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.