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Application Support Engineer

DepartmentCustomer Success
LocationMalaysia - Kuala Lumpur
Location TypeHybrid

Are you passionate about customer success? Do you like digging into code, and have a drive to continuously learn and solve problems? Do you want to be part of a global team that provides the best customer service in the industry? If so, come join us at Guidewire!

At Guidewire, we make software that offers Property and Casualty (P&C) Insurance companies the tools to take care of their customers when they need it the most, whether that’s a time of crisis, a natural disaster, an accident, or exposure to cyber risks. We build the core applications that insurance companies use to sell and underwrite policies, settle claims, and bill their customers. We also have a portfolio of innovative products serving the needs of P&C insurance companies in areas such as data management, digital online portals, and predictive analytics. We serve hundreds of insurance providers all over the world, helping them handle billions of dollars of business.

We are proud to be voted a “Top 3” employer on Glassdoor by our own employees and positioned as a market leader by industry experts like Gartner. We have a fun work environment and a culture that lives by our core values of integrity, rationality, and collegiality.

We’re searching for people who are as passionate about working together to deliver quality products and support as we are. Join us and enjoy a career where you can make an impact. You’ll be inspired by those around you, and you’ll be trusted and empowered to go further.

The Application Support team is part of the Guidewire Global Support organization, delivering 24x7 service to customers who are using Guidewire software both in the Guidewire Cloud and on-premise.

As a Data Application Support Engineer you will learn everything there is to know about Guidewire’s Data products, and you’ll communicate and share that knowledge with Guidewire’s internal and external customers.

Essential Duties & Responsibilities

Develop and maintain deep expertise in Guidewire’s suite of data products, such as DataHub and CDA.
Troubleshooting and resolution of incoming support cases. This includes identifying root causes of issues, providing workarounds or solutions, and collaborating with other teams to resolve complex problems.
Communicate with customers and ensure that they receive timely and accurate updates on the status of their support requests. This includes providing clear and concise technical explanations to non-technical customers, and managing customer expectations.
Create and maintain knowledge articles related to the resolution of customer-reported problems with Guidewire Data products.
Execute operational tasks to provision, rebuild, configure, and restore data services for customer cloud environments as needed.
Identify areas for service improvement, and collaborate with other teams to implement changes that improve the customer experience.
Manage and resolve incidents within contractual service level agreements (SLAs). This includes coordination with other teams and stakeholders, and providing timely updates to customers.
Share your technical knowledge and expertise with other team members, and contribute to the development of team training materials and processes.

Required Skills and Experience

Bachelor’s Degree in Computer Science or related field
Strong knowledge of relational database theory, data mapping / modeling, data streaming and data analysis
Knowledge of data-warehousing, Data Marts (including star and snowflake schemas) and BI
Experience in database administration (PostgreSQL or Oracle)
Fluency in SQL scripting (PL/pgSQL and/or PL/SQL), including query optimization
Knowledge of AWS cloud infrastructure and related services (AWS Workspace, S3 Bucket)
Experience with ETL tools such as SAP Business Objects, Informatica, SSIS
Experience working with Cognos for report design and maintenance
Experience with Apache Kafka, DataDog and Teamcity
Experience with case management/ticketing systems such as Salesforce.com or JIRA
Familiarity with Linux shell scripting, Java and XML

Other Important Requirements

Multilingual Marvels: Show off your language prowess – fluent in English!
Teamwork Adventure: Join a dynamic team working together in our vibrant company offices, creating a lively and collaborative atmosphere!
5-day workweek, including weekends, with regular hours. (Rotational)
Embrace the Fun! We're here 24/7 to support our customers, and we take turns with our awesome teammates being on-call for after-hours production adventures! It's all about teamwork and making sure our customers get the best care, day and night
Wanderlust Wonders: Expect occasional travel (less than 5%) to our other Guidewire offices, exploring new places while attending training and team meetings!

Personal Desirable 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
Display an understanding of the customer’s needs and a strong commitment to customer satisfaction
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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