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Technical Writer

  • Department Product Development and Operations
  • Location Canada - Toronto
Guidewire’s Global Support organization is seeking a Senior Technical Writer to create detailed Service Incident Reports that will be delivered to Guidewire’s customers and contribute to improvements in the quality of our support case documentation.
This position requires a solid understanding of Guidewire’s Cloud architecture and the ability to communicate technical information in a clear way to a non-technical audience.

This position is located in Toronto, CA or anywhere in the East coast, US. We are open to candidates willing to work remotely.

Key responsibilities

  • Responsibilities
  • Acquire and maintain a thorough understanding of the Guidewire Cloud Platform and the applications running on it (InsuranceSuite and InsuranceNow)
  • Attend internal conference bridges during Severity-1 and Severity-2 Incidents to capture events as they occur
  • Attend post-incident review (PIR) meetings to document learnings and key takeaways from each Incident
  • Interview Global Support Engineers, Cloud Operations Engineers, and Product Development Engineers to gather technical information about each Incident
  • Prepare Service Incident Reports (SIR) for each Severity-1 and Severity-2 Incident for delivery to the impacted customers
  • Develop templates for SIRs and enforce a consistent style with a high level of professionalism
  • Review customer support cases and provide writing guidance to the case owners where appropriate
  • Write or edit status messages for publication on the Guidewire Status Page
  • Other tasks and responsibilities as assigned by Global Support leadership

Required skills and experience

  • At least 5 years of experience writing technical documentation for enterprise software applications
  • Ability to work independently with minimal supervision
  • Ability to handle multiple tasks with changing priorities and frequent interruptions
  • Ability to create high-quality written content with urgency, under tight timelines
  • Outstanding writing skills, with native fluency in English (Score bonus points if you are also fluent in another language such as French, German, or Japanese)
  • Excellent interpersonal skills and ability to establish strong relationships with all levels of management
  • Experience with a commercial CRM system such as Salesforce.com and experience using a software defect tracking system such as JIRA
  • Demonstrate strong follow-through and consistently keep commitments to customers and colleagues
  • Travel – Expect occasional travel (less than 10%) to other Guidewire offices for training and meetings

#LI-Remote



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 450 insurers, 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 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.

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 boast 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 ample 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.