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Application Engineer - Data Management
- Department Customer and Cloud Operations
- Location Toronto
Are you passionate about customer success? Do you have a drive to continuously learn and solve problems? Do you want to be part of a fast-growing 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 invest heavily in R&D to build a technology platform that combines three elements—core processing, data and analytics, and digital engagement—to enhance insurers’ ability to engage and empower their customers and employees. Application Engineers at Guidewire’s Regional Service Centers serve as second level contacts for customer issues with deploying and using Guidewire’s suite of products.
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 are 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 will be inspired by those around you, and you will be trusted and empowered to go further.
Guidewire’s Customer Support team is part of the Cloud & Customer Operations organization, delivering 24x7 service to customers who are using Guidewire software both On-premise and in the Guidewire Cloud.
As an Application Engineer focused on Data Analytics, you will learn everything there is to know about Guidewire’s Data Analytics products, and you’ll communicate and share that knowledge with Guidewire’s internal and external customers.
Essential Duties and Responsibilities
- Case Resolution
- Research, thoroughly document, respond to and accurately resolve cases of moderate complexity, in a timely manner and in accordance with the Customer Support Team standards
- Function as primary customer contact for all assigned support cases, meeting Guidewire’s contractual and internal goals for initial response and subsequent customer communication
- Provide expert solutions to customer problems to ensure customer satisfaction
- Escalate customer issues to Lead and/or Management as appropriate
- Collaborate with development, operations, customer success and sales teams to ensure success with Guidewire products
- Report and track software defects with the development team, following up with customers to resolve usage or functional issues
- Responsible for specific customer on-boarding tasks; Establishing account and application access
- Participate in after-hours and on-call support as needed
- Coordinate network setup for regular transfer of customer data for use in the products
- Knowledge Management
- Develop and maintain deep knowledge of Guidewire’s Data products
- 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
- Create knowledgebase articles and other informational documents for customers and colleague consumption
Required Skills and Experience
- Bachelor’s Degree in Computer Science, technical, engineering, or data analytics related field
- 2-3 years’ experience supporting end users of SaaS products
- Strong knowledge of relational database theory, data mapping, data modeling
- Knowledge of data-warehousing, Data Pipelines, Data Marts, Cloud Platforms, Data Lakes and BI
- 3+ years of experience in database administration (Oracle or Microsoft SQL Server)
- Fluency in SQL scripting (TSQL and/or PL/SQL), including query optimization
- ETL, CDC, Airflow, Hadoop
- Kibana; Elastic Stack
- Amazon Web Services (AWS)
- Familiarity with Java and XML
- SumoLogic
- CRM systems (e.g., Salesforce)
- Software defect tracking systems (e.g., Jira)
Personal Qualities
- Outstanding troubleshooting skills: ability to think critically and display an aptitude for problem solving
- Excellent soft skills
- Eager to learn and self-motivated 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 every customer is handled with a consummately professional attitude and the highest possible level of service
- Demonstrated ability to work collaboratively with others in a technical project environment
Other Requirements
- Ability to read, write, and speak fluent English
- Strong oral and written communication skills
- Knowledge of the insurance industry or prior experience on an insurance related project
- Experience with Python
- Experience with JSON
- Experience with Bitbucket
- Experience with Linux
- Experience with streaming data processing technologies such as Kafka and Spark
- We provide 24x7 support to our customers – On-Call / After-hours production emergency rotation is expected
- Weekend support coverage is mandatory
- Pacific Coast time zone coverage is mandatory
- Travel – Expect occasional travel (less than 5%) to other Guidewire offices for training and meetings
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. 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 16 weeks of 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.