Technical Support Manager
Guidewire Software, Inc
Toronto, Canada
5d ago

Guidewire's Customer & Cloud Operations team is a pivotal partof Guidewire's success, has a start-up culture within a globalpublic company, and is growing fast.

We use our immense knowledgeof Guidewire products (gained through company sponsored training),and our ability to read and write Java and SQL, to delightcustomers with our problem-solving skills and customer serviceapproach.

At Guidewire, we make software that offers Property andCasualty (P&C) Insurance companies the tools to take care oftheir customers when they need it the most, whether that’s a timeof crisis, a natural disaster, an accident, or exposure to cyberrisks.

We build the core applications that insurance companies useto sell and underwrite policies, settle claims, and bill theircustomers.

We also have a portfolio of innovate productsserving the needs of P&C insurance companies in areas such asdata management, digital online portals, and predictiveanalytics.

We serve hundreds of insurance providers all overthe world, helping them handle billions of dollars ofbusiness.

We are proud to be voted a Top Cloud Employer on Glassdoor byour own employees and positioned as a market leader by industryexperts like Gartner.

We have a fun work environment and a culturethat lives by our core values of integrity, rationality, andcollegiality.

We’re searching for people who are as passionate about workingtogether to deliver quality products and support as we are.

Join usand enjoy a career where you can make an impact. You’ll beinspired by those around you, and you’ll be trusted and empoweredto go further.

Guidewire’s Customer & Cloud Operations (CCO) organizationdelivers 24x7 service to customers who are using Guidewire softwareboth on-premise and in the Guidewire Cloud.

As a Technical Support Manager on the First Responders team,you will be responsible for hiring, leading, managing anddeveloping a team of 8-12 Technical Support Engineers and 3-5contractors as they research and resolve all incoming support casesfrom Guidewire’s customer base.

This position requires strongmanagerial skills, a deep commitment to customer satisfaction, andexperience in driving process improvement.

Reporting to the Director of Global Customer Support, yourrole will be operational execution. You will be managing dailysupport operations, playing a supervisory role to Technical SupportEngineers and acting as an escalation point for Guidewire’scustomers in critically severe or sensitive situations.

Examples ofresponsibilities include assigning support cases, ensuring evendistribution of case workload, setting on-call schedules for theteam and running daily shift handover meetings.

The TechnicalSupport Manager is ultimately responsible for ensuring the teammeets all customer initial response SLAs and internal resolutionSLAs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Team Management

  • Manage a team of Technical Support Engineers known as FirstResponders , who field all incoming support cases from Guidewire’scustomers
  • Take full management responsibility for your team, includingmotivating them, hiring / mentoring / coaching, writing performancereviews, and preparing overall performance evaluations
  • Create / execute a talent pipeline from the First Responders teaminto other groups within the company (targeting 1-3 transfers peryear)
  • Manage, measure, and report on key service level metricsincluding response rate, closure rate, average turnaround time, andcustomer satisfaction
  • Build and maintain relationships with other Technical SupportManagers to ensure that services are consistent across regions, andthat productivity goals are understood and exceeded
  • Develop action plans to address areas of concern identified incustomer satisfaction surveys
  • Leverage customer support best practices and process frameworksto drive continual process improvement
  • Promote self-service tools and the knowledge repository asmechanisms to improve customer satisfaction and reduce costs
  • Maintain frequent communication with peers and other Customerand Cloud Operations (CCO) teams to maintain awareness of issues orchanging processes / standards
  • Assist with the definition, documentation, communication andtraining of case management SOPs inspired by ITIL bestpractices
  • Drive continuous maintenance and contributions to the TechnicalSupport Engineer knowledgebase
  • Play a lead role in the continued improvement of the FirstResponders’ operational processes
  • Day-to-Day Operations

  • Provide daily coordination and guidance of the First Respondersteam to process all incoming support cases to ensure courteous,timely and effective response to customer issues
  • Assign cases to team employees, and monitor each employee’scaseload to ensure even workload distribution and rapidresolution
  • Escalate and reprioritize aging support cases as needed
  • Manage the assignment of after-hours on-call responsibility andarrange for team members to be available outside of normal businesshours when needed to help with urgent customer issues
  • Ensure that all support cases are documented in accordance withCCO quality standards
  • Periodically review support case metrics and dashboards totrack employee performance and identify trends, anomalies, andopportunities for improvement
  • Assist in the QA process of new iterations of the software
  • Identify incoming cases which are out of scope and redirectthem to the appropriate team
  • Case Resolution

  • Ensure that your team researches, responds to and accuratelyresolves cases of moderate complexity, in a timely manner and inaccordance with CCO standards
  • Function as the first escalation point for customers who haveconcerns about a particular case
  • Proactively take ownership and responsibility for support caseswhere and when required
  • Escalate customer issues to the Director of Global Support asappropriate
  • Participate in team projects that enhance the quality orefficiency of support
  • Knowledge Management

  • Develop a broad knowledge of Guidewire’s software products
  • Advance the use of a knowledge repository to share informationamong all support groups
  • Contribute to an environment that encourages informationsharing, team-based resolution activity, cross training and anabsolute focus on doing what is best for the customer
  • Play a lead role in the continued improvement of Guidewire’soperational processes
  • REQUIRED SKILLS AND EXPERIENCE

    Education and Work Experience

  • Bachelor’s Degree in Computer Science or related field
  • Experience with Incident Management methodologies, systems andtools
  • 3+ years supervisory or leadership experience of acustomer-facing IT / Technical team
  • Experience with a commercial customer incident tracking or CRMsystem such as Salesforce.com
  • Experience using a software defect tracking system such asJIRA
  • Experience working with outside Service Providers and Partnerorganizations
  • Experience managing geographically distributed and culturallydiverse employees
  • Personal Qualities

  • Relentless dedication to customer service in both words andactions
  • Team orientation Excellent interpersonal skills and abilityto establish strong relationships with all levels ofmanagement
  • Excellent communication skills both verbal and written, withthe ability to lead / manage large conference calls
  • Ability to handle multiple tasks with changing priorities andcapable of handling frequent interruptions positively
  • Demonstrated collaborative skills and ability influence peersand senior management
  • Self-motivated with critical attention to detail, deadlines andreporting
  • Must have a thorough knowledge, understanding of, andappreciation for record keeping principals and systems
  • Ability to work independently and as part of a team
  • Employ sound business judgment when making businessdecisions
  • Use creative and innovative ways to solve problems
  • Display a strong work ethic and do whatever it takes to get thejob done
  • Demonstrate strong follow-through and consistently keepcommitments to customers and employees
  • Display an understanding of the customer’s needs and a strongcommitment to customer satisfaction
  • Ensure that each and every customer is handled with aconsummately professional attitude and the highest possible levelof service
  • Other Requirements

  • Ability to read, write, and speak fluent English
  • You will score bonus points if you can also read, write, andspeak another language such as French or German
  • You will be part of a team that works together at one of ourcompany offices (working remotely is not an option)
  • Your standard working hours will be 8 : 00am to 5 : 00pm Mondaythrough Friday (except in Dublin or Madrid, where your standardworking hours will be 7 : 00am to 4 : 00pm Monday through Friday)
  • We provide 24x7 support to our customers, so we expect you tobe available as needed for after-hours production emergencies
  • Travel Expect occasional travel (less than 10%) to otherGuidewire offices for training and meetings
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