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Guidewire Software, Inc Hiring for Java Application Engineer Job at Remote, Australia Full Time
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Personal Qualities
About Guidewire
Guidewire’s Customer & Cloud Operations team is a pivotal part of Guidewire’s success, has a start-up culture within a global public company, and is growing fast. We use our immense knowledge of Guidewire products (gained through company sponsored training), and our ability to read and write Java and SQL, to delight customers with our problem-solving skills and customer service approach.
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.
Guidewire’s CASE team (Customer Application Support Engineering) is part of the Customer & Cloud Operations (CCO) organization, delivering 24×7 service to customers who are using Guidewire software both on-premises and in the Guidewire Cloud.
As an Application Engineer, you will be part of a team of Application Engineers in a regional “pod” that serves specified Guidewire customers. Application Engineers in the CASE team are expected to be highly responsive and resourceful to manage customer production issues in a timely manner.
Senior Application Engineers will lead and mentor other team members as well as provide expert troubleshooting, problem remediation, system restoration, and root cause analysis for all assigned cases. They will also provide detailed cloud-hosted production system support expertise, general architecture best practices awareness and guidance, and should be willing to expand their team leadership capability.
This role requires a high degree of independence, ownership and responsibility for customer success. The successful candidate will be skilled developing and maintaining professional relationships with peers as well as colleagues across departments and geographic locations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Customer Issue 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
REQUIRED SKILLS AND EXPERIENCE
- 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
- Advanced exposure to broad technical skills such as Java development, web UI (design and development), XML, application architecture, Web Services,
- 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
- Prior experience in Guidewire implementation would be an added advantage
- Experience with a commercial customer incident tracking or CRM system such as Salesforce.com
- Experience using a software defect tracking system such as JIRA
- Demonstrated leadership skills
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 every customer is handled with a consummately professional attitude and the highest possible level of service
- Strong mentoring skills and ability to motivate others
Other Requirements
- Ability to read, write, and speak fluent English
- Flexibility to participate in weekend rotations and on-call duty.
- Travel – Expect occasional travel (less than 5%) to other Guidewire offices for training and team meetings
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. More than 400 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 1000+ 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.
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.
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