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Senior Application Support Engineer - JAVA

Department Product Development and Operations
Location Malaysia - Kuala Lumpur
Location Type Hybrid

Join the exciting world of Application Engineering and let the fun begin!

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

Essential Duties And Responsibilities

Expertise Building: Develop and maintain deep expertise in Guidewire's products.
Support Troubleshooting: Resolve support cases, identifying root causes, providing workarounds or solutions, and collaborating with other teams to resolve complex problems.
Customer Communication: Ensure timely updates and clear technical explanations for support requests. This includes providing clear and concise technical explanations to non-technical customers, and managing customer expectations.
Knowledge Management: Create and maintain knowledge articles for customer-reported problems.
Operational Tasks: Execute tasks for customer cloud environments, including provisioning and restoration.
Improvement Collaboration: Identify areas for service improvement and collaborate with teams for implementation.
Incident Management: Manage and resolve incidents within SLAs, providing timely updates to stakeholders. Share expertise and contribute to team development.

What we are looking for

Bachelor's Degree in Computer Science or a related field.
Familiarity with the Agile software development lifecycle.
Work Experience: Over 5 years of experience in technical software support for B2B software companies.
CRM and Defect Tracking: Proficient in using Salesforce.com for commercial customer incident tracking and JIRA for software defect tracking.
Broad Technical Skills: Advanced expertise in Java development, web UI (design and development), XML, application architecture, and front-end web technologies like JavaScript and AngularJS. Additionally, the ability to interpret application server thread dumps, Oracle AWR reports, and other log files, along with a strong understanding of relational databases and SQL.
Outstanding troubleshooting skills with a knack for critical thinking and problem-solving.
Business Savvy Decision Maker: Employ sound business judgment in decision-making.
Use creative and innovative approaches to tackle challenges.
Customer-Centric Pro: Demonstrate a strong work ethic, follow-through, and a deep commitment to customer satisfaction and top-notch service.

Other Requirement

Multilingual Marvels: Show off your language prowess – fluent in English, and if you know Japanese, you're an extra-special asset!
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.
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!

Be Yourself & Stay Clever

At Guidewire, we value freedom, empowerment, and inclusivity, which is why we want each of our employees to be heard and celebrated. We’re in the business of uplifting people and encouraging them to fulfill their goals and dreams. So, there’s plenty of time and space for you to broaden your skills and experience.

If we've got you excited and you’re ready for a career upgrade, then we're eager to hear from you! Get in touch to learn more about the Guidewire team you’ll work with.

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 500 insurers in 38 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 1000+ 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 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

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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