Job details

Data Management Application Engineer

  • Department: Cloud and Customer Success
  • Location: Kuala Lumpur, Malaysia
  • Country: Malaysia

 

JOB TITLE:           Application Engineer                                FUNCTION:        Customer Service

REPORTS TO:       Data Management Support Manager         DEPARTMENT:  Application Engineering

ORIGINAL DATE:  3 July 2019                                              JOB CODE:       

LAST UPDATE:     9 July 2019                                              LOCATIONS:      Dublin, Ireland

                                                                                                                        Toronto, Canada

                                                                                                                        Kuala Lumpur, Malaysia

 

POSITION OVERVIEW

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 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 also have a portfolio of innovate 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 Cloud 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.

 

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 Management, you will learn everything there is to know about Guidewire’s Data Hub and InfoCenter products, and you’ll communicate and share that knowledge with Guidewire’s internal and external customers.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Case Resolution

Research, 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

Write thorough and detailed case documentation to meet objectives for Case Quality and Customer Satisfaction scores

Proactively take ownership and responsibility for support cases where and when required

Escalate customer issues to the Support Manager as appropriate

Participate in team projects that enhance the quality or efficiency of support

Participate in after-hours and on-call support as needed

 

Knowledge Management

Develop and maintain deep knowledge of Guidewire’s 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 to be shared with customers and teammates

REQUIRED SKILLS AND EXPERIENCE

Education and Work Experience

Bachelor’s Degree in Computer Science or related field

Strong knowledge of relational database theory, data mapping, data modeling

Knowledge of data-warehousing, Data Marts (including star and snowflake schemas) 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

Experience working with Cognos for report design and maintenance

Experience with ETL tools such as SAP Business Objects, Informatica, SSIS

Experience with case management/ticketing systems such as Salesforce.com or Service Now

Familiarity with Java and XML

 

Personal 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

 

Other Requirements

Ability to read, write, and speak fluent English

You will be part of a team based at our company offices in Toronto, Dublin, or Kuala Lumpur (working remotely is not an option)

We provide 24x7 support to our customers, so we expect you to take turns with your teammates being on-call for after-hours production emergencies

Travel – Expect occasional travel (less than 5%) to other Guidewire offices for training and meetings

 

 

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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. 380 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 700+ 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.

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.