KEY RESPONSIBILITIES:
Case Resolution
- Research, respond to and accurately resolve cases of moderate to high complexity, in a timely manner and in accordance with CASE 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 CASE Manager as appropriate
- Participate in team projects that enhance the quality or efficiency of support
- Participate in after-hours weekend deployments and on-call support as needed
Knowledge Management
- Develop and maintain deep knowledge of Guidewire’s products, achieving Professional-level certification in at least one product area
- 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
- Contribute to a team environment that will have both local and remote leadership
Customer Management
- Partner with Guidewire delivery teams to understand each customer’s business objectives and integration requirements, and rationalize those against established best practices you learn through your experience and that of your peers to ensure successful Guidewire Cloud-hosted customer solutions
- Contribute to technical assessments of incoming Guidewire Cloud-hosted solutions, ensuring that pre-production customer solutions meet our security and performance criteria and adhere to our coding standards
REQUIREMENTS
- Bachelor’s Degree in Computer Science or related field
- Familiarity with the Agile software development lifecycle
- 3+ years of work experience providing technical software support for a B2B software company
- Experience with a commercial customer incident tracking or CRM system such as salesforce.com
- Experience using a software defect tracking system such as JIRA
- Advanced exposure to broad technical skills such as Java development, web UI (design and development), XML, application architecture
- Knowledge of front-end web technologies (JavaScript and AngularJS) or similar
- Ability to read and interpret application server thread dumps, Oracle AWR reports, and other log files
- Strong understanding of relational databases and SQL
