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

　　·   A Guidewire Application Support Engineer is primarily responsible for providing technical support to Guidewire customers using Guidewire products.

　　·    Develop and maintain deep expertise in Guidewire’s suite of products.

　　·    Troubleshooting and resolution of incoming support cases. This includes identifying root causes of issues, providing workarounds or solutions, and collaborating with other teams to resolve complex problems.

　　·     Communicate with customers and ensure that they receive timely and accurate updates on the status of their support requests.  This includes providing clear and concise technical explanations to non-technical customers, and managing customer expectations.

　　·      Create and maintain knowledge articles related to the resolution of customer-reported problems with Guidewire products.

　　·      Execute operational tasks to provision, rebuild, configure, and restore services for customer cloud environments as needed.

　　·      Identify areas for service improvement and collaborate with other teams to implement changes that improve the customer experience.

　　·      Manage and resolve incidents within contractual service level agreements (SLAs). This includes coordination with other teams and stakeholders and providing timely updates to customers.

　　·      Share your technical knowledge and expertise with other team members and contribute to the development of team training materials and processes.

　　Required Experience and Education:Bachelor’s Degree in Computer Science or related fieldFamiliarity with the Agile software development lifecycle3+ years of work experience providing technical software support for a B2B software companyExperience with a commercial customer incident tracking or CRM system such as Salesforce.comExperience using a software defect tracking system such as JIRAAdvanced exposure to broad technical skills such as Java development, web UI (design and development), XML, application architectureKnowledge of front-end web technologies (JavaScript and AngularJS) or similarAbility to read and interpret application server thread dumps, Oracle AWR reports, and other log filesStrong understanding of relational databases and SQL 

　　Personal qualities:Outstanding troubleshooting skillsAbility to think critically and display an aptitude for problem solvingEmploy sound business judgment when making business decisions'Use creative and innovative ways to solve problemsDisplay a strong work ethic and do whatever it takes to get the job doneDemonstrate strong follow-through and consistently keep commitments to customers and employeesDisplay an understanding of the customer’s needs and a strong commitment to customer satisfactionEnsure 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 English5 Days work week, including Saturday & Sunday coverageYou will be part of a team that works together at one of our company offices listed above We provide 24x7 support to our customers, so we expect you to take turns with your teammates being on-call for after-hours production emergenciesTravel – Expect occasional travel (less than 5%) to other Guidewire offices for training and team meetings 

　　Guidewire Insurance Platform is the P&C industry platform that unifies software, services, and partner ecosystem to power our customers’ business. Insurance Platform provides the standard upon which insurers can engage their customers, optimize their operations, drive smart decisions, and innovate quickly. We are privileged to serve more than 350 P&C insurers in 32 countries. 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.

　　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 540+ insurers in 40 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 1600+ 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. 

　　CONSENT and ACKNOWLEDGEMENT 

　　By clicking the submitting your application on the following page:

　　1. You consent to Guidewire collecting, retaining, disclosing and using your Personal Data as outlined above, and to its transfer of your Personal Data outside the country where you live or work, and/or to third parties for the above purposes.

　　2. In the event that you submit any Sensitive Personal Data, you explicitly consent to Guidewire collecting, retaining, disclosing and transferring your Sensitive Personal Data on the terms and for the same purposes as described above in relation to Personal Data.

　　3. You acknowledge that you have the right to access your Personal Data and Sensitive Personal Data at any time and have the right to correct any errors.

　　4. You acknowledge that your Personal Data will be retained for up to 24 months.