Technical Support Engineer
Guidewire Software, Inc
Toronto, Canada
2d ago


Guidewire's Customer & Cloud Operations teamis a pivotal part of Guidewire's success, has a start-up culturewithin a global public company, and is growing fast.

We use ourimmense knowledge of Guidewire products (gained through companysponsored training), and our ability to read and write Java andSQL, to delight customers with our problem solving skills andcustomer service approach.

At Guidewire, we make software that offersProperty and Casualty (P&C) Insurance companies the tools totake care of their customers when they need it the most, whetherthat’s a time of crisis, a natural disaster, an accident, orexposure to cyber risks.

We build the core applications thatinsurance companies use to sell and underwrite policies, settleclaims, and bill their customers.

We also have a portfolio ofinnovativeproducts serving the needs of P&C insurance companiesin areas such as data management, digital online portals, andpredictive analytics.

We serve hundreds of insuranceproviders all over the world, helping them handle billions ofdollars of business.

We are proud to be voted a Top CloudEmployeron Glassdoor by our own employees and positioned as a market leaderby industry experts like Gartner.

We have a fun work environmentand a culture that lives by our core values of integrity,rationality, and collegiality.

We’re searching for people who are aspassionate about working together to deliver quality products andsupport as we are.

Join us and enjoy a career where you can make animpact. You’ll be inspired by those around you, and you’ll betrusted and empowered to go further.

Guidewire’s Customer & Cloud Operations (CCO)organization delivers 24x7 service to customers who are usingGuidewire software both on-premise and in the GuidewireCloud.

As a Technical Support Engineer on the FirstResponders team, you will own and solve incoming customer supportcases covering the entire Guidewire product portfolio.

Youwill develop deep expertise in one or more Guidewire products andprovide triage and troubleshooting support using Guidewireknowledgebase and continuous learning to restore the affectedproduction system.

The First Responders team is made up ofthoughtful, creative, technically skilled problem solvers who learnquickly and pride themselves in identifying and solving problems todelight our customers.

We live by our core principals of integrity,rationality, and collegiality. Your first responsibility is alwaysto adhere to these principals in everything that youdo.

Guidewire products are highly configured andhighly integrated and work multi-threaded in a web servicesenvironment so our support engineers gain a vast knowledge ofcomplex applications.

You will receive broad overview training onall of Guidewire’s products and become a certified Specialist inone or more of those products.


Case Resolution

  • Research, respond to and accuratelyresolve cases of moderate complexity, in a timely manner and inaccordance with the First Responders Team standards
  • Function as primary customercontact for all assigned support cases, meeting Guidewire’scontractual and internal goals for initial response and subsequentcustomer communication
  • Provide expert solutions tocustomer problems to ensure customer satisfaction
  • Write thorough and detailed casedocumentation to meet objectives for Case Quality and CustomerSatisfaction scores
  • Proactively take ownership andresponsibility for support cases where and whenrequired
  • Collaborate with ApplicationEngineers on more complex issues involving system integration andcustom configurations
  • Contribute to the development ofinternal tools that can be used during triage and issuerestorations
  • Escalate customer issues to theSupport Manager as appropriate
  • Participate in team projects thatenhance the quality or efficiency of support
  • Participate in after-hours andon-call support as needed
  • Knowledge Management

  • Develop and maintain deep knowledgeof Guidewire’s products
  • Contribute to an environment thatencourages information sharing, team-based resolution activity,cross training and an absolute focus on doing what is best for thecustomer
  • Create knowledgebase articles andother informational documents to be shared with customers andteammates
  • Play a lead role in the continuedimprovement of Guidewire’s operational processes
  • Previous Knowledge Centered Service(KCS) experience a plus

    Education and WorkExperience

  • Bachelor’s Degree in ComputerScience or related field
  • Familiarity with softwaredevelopment lifecycle, Agile preferred
  • 2+ years’ experience workingdirectly with customers or key internal stakeholders; preferencefor experience in customer support for a B2B softwarecompany
  • Experience troubleshooting softwarecode and reporting progress; preference for experience with acommercial customer incident tracking or CRM system such
  • Experience using a software defecttracking system such as JIRA preferred
  • Advanced exposure to broadtechnical skills such as Object-Oriented programming (Java, C#, orsimilar), relational databases (data modeling / SQL), web UI (designand development), XML, application architecture, and the Linuxoperating system
  • Knowledge of front-end webtechnologies (JavaScript and AngularJS) or similar
  • Ability to read and interpretapplication server thread dumps, Oracle AWR reports, and other logfiles
  • Personal Qualities

  • Outstanding troubleshooting skills;ability to think critically and display an aptitude for problemsolving
  • Ability to prioritize work effortbased on a dynamic work environment
  • Employ sound business judgment whenmaking business decisions
  • Use creative and innovative ways tosolve problems
  • Display a strong work ethic and dowhatever it takes to get the job done
  • Demonstrate strong follow-throughand consistently keep commitments to customers andemployees
  • Display an understanding of thecustomer’s needs and a strong commitment to customersatisfaction
  • Ensure that each and every customeris handled with a consummately professional attitude and thehighest possible level of service
  • Other Requirements

  • Ability to read, write, and speakfluent English
  • You will score bonus points if youcan also read, write, and speak another language such as French orGerman
  • You will be part of a team thatworks together at one of our company offices (working remotely isnot an option)
  • Your standard working hours will be8 : 00am to 5 : 00pm Monday through Friday (except in Dublin or Madrid,where your standard working hours will be 7 : 00am to 4 : 00pm Mondaythrough Friday)
  • We provide 24x7 support to ourcustomers, so we expect you to take turns with your teammates beingon-call for after-hours production emergencies
  • Travel Expect occasional travel(less than 5%) to other Guidewire offices for training andmeetings
  • What’s In It for You?

  • You’ll be working with the best.Guidewire team membersare smart, talented, team oriented, and puttheir hearts into their job every day.
  • You’ll be learning something newday one, and it doesn’t stop there. You will be encouraged tocontinually learn and grow your technical, interpersonal, andcustomer skills and apply them in an agile environment.
  • You’ll have the opportunity tosolve really challenging problems for customers who love Guidewireand our products.
  • You’ll have a stake in the companywith our Long Term Incentive programs.
  • You’ll have a chance to developyour career within or outside of Customer & CloudOperations.
  • About Guidewire

    Guidewire exists to deliver the industryplatform that P&C insurers rely upon to adapt and succeed in atime of accelerating change and to ensure that every customersucceeds in the journey.

    We provide the software, services, andpartner ecosystem to enable our customers to run, differentiate,and grow their business.

    Guidewire InsurancePlatform is the P&Cindustry platform that unifies software, services, and partnerecosystem to power our customers’ business.

    InsurancePlatformprovides the standard upon which insurers can engage theircustomers, optimize their operations, drive smart decisions, andinnovate quickly.

    We are privileged to serve more than 350 P&Cinsurers in 32 countries. We invest heavily in R&D to build atechnology platform that combines three elements core processing,data and analytics, and digital engagement to enhance insurers’ability to engage and empower their customers andemployees.

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