Platform Support Manager

Responsibilities

• Take full management responsibility for your team, including motivating them, hiring/mentoring/coaching, writing performance reviews, and preparing overall performance evaluations
• Provide daily coordination and guidance to the team for processing incoming cases to ensure courteous, timely, high quality, and effective responses to customer issues
• Build and manage relationships with other Platform Support Managers to ensure services are consistent across regions, and productivity goals are understood and exceeded
• Lead and participate in continuous improvement projects that enhance the quality or efficiency of support
• 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
• Develop action plans to address areas of concern identified in customer satisfaction surveys
• Promote self-service tools and the knowledge repository as mechanisms to improve customer satisfaction and reduce costs
• Develop a broad knowledge of Guidewire’s software products

Required skills and experience

• Bachelor’s Degree in Computer Science or related field
• 3+ years supervisory or leadership experience of a customer-facing IT/Technical team
• Team orientation – Excellent interpersonal skills and ability to establish strong relationships with all levels of management
• Experience with a commercial customer incident tracking or CRM system such as Salesforce.com and experience using a software defect tracking system such as JIRA
• Experience working with outside Service Providers and Partner organizations
• Dedication to customer service in both words and actions Ability to handle multiple tasks with changing priorities and capable of handling frequent interruptions positively
• Self-motivated with critical attention to detail and appreciation for record keeping principles and systems
• Demonstrate strong follow-through and consistently keep commitments to customers and employees
• Understanding of broad technical skills such as Object-Oriented Programming (Java, C#, or similar), relational databases (Oracle, PostgreSQL, MS SQL ), XML, and cloud architecture. 
• Experience in working with AWS services, such as EC2, S3, RDS, and (Kubernetes) ECS/EKS, to deploy and manage Java applications in a cloud environment is a plus.
• Experience supporting Java web applications running in a live production environment Familiarity with software development lifecycle 2+ years’ experience working directly with customers or key internal partners; preference for support for a B2B software company
• Familiarity with CI/CD concepts and principles; Jenkins , TeamCity and Bitbucket experience a plus
• Ability to read, write, and speak fluent English. Score bonus points if you are also fluent in another language such as French or German
• We provide 24x7 support for our customers, so we expect you to be available as needed for after-hours production emergencies
• Travel – Expect occasional travel (less than 10%) to other Guidewire offices for training and meetings