Implementation Support Engineer

Summary

We are seeking an Implementation Support Engineer to join our team. The Implementation Support team is part of Guidewire's Global Support organization, providing services across all Guidewire core application implementations—both in the Guidewire Cloud and on-premise. Acting as the bridge between customer implementation teams and Guidewire's internal ecosystem, Implementation Support partners closely with Product Development, Professional Services, and consulting partners. As an Implementation Support Engineer, you will take ownership of a select number of product implementations, maintaining regular communication and providing updates on outstanding issues. You will collaborate with internal teams to resolve challenges, contribute to solution frameworks for complex customer requirements, and ensure that product management and engineering teams have visibility into product strengths and areas for improvement. This role requires a unique blend of technical expertise, problem-solving ability, and strong collaboration skills. Occasional travel to the Guidewire home office may be required.

Job Description

What You Will Do

A Guidewire Implementation Support Engineer is primarily responsible for providing technical support to Guidewire customers, internal Professional Services consultants, and consulting partners using Guidewire products.
1. Develop and maintain deep expertise in Guidewire's suite of products
2. 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.
3. 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 both non-technical customers as well as certified technical consultants while managing customer expectations.
4. Create and maintain knowledge articles related to the resolution of customer-reported problems with Guidewire products.

5. Identify areas for service improvement, and collaborate with other teams to implement changes that improve the customer experience.
6. Manage and resolve incidents within contractual service-level objectives (SLOs). This includes coordination with other teams and stakeholders, and providing timely updates to customers.
7. Share your technical knowledge and expertise with other team members, and contribute to the development of team training materials and processes.
8. Prioritizing and escalating customer issues appropriately

What We're Looking For

Education and Work Experience

● Bachelor's Degree in Computer Science or related field.
● 5+ years of work experience providing enterprise application software support in Java for a B2B software company.
● Research, diagnose, troubleshoot and identify potential solutions for how to resolve an issue.
● Ability to read the stack traces and review the application code.
● Exposure to broad technical skills such as Java development, web UI (design and development), XML, application architecture
● Strong understanding of relational databases and SQL
● Experience in documenting technical solutions (preferably in the form of KCS articles)

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 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 English
● 5-day work week, with the possibility of weekend support when business needs require it.
● You will be part of a team that works together at one of our company offices listed above
 

Why Guidewire
● Work with a talented and collaborative team.
● Influence the future of our platform and help shape industry standards.
● Thrive in an open, supportive, and inclusive work environment.

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 and follow us on Twitter: @Guidewire_PandC.

Guidewire Software, Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success. Qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.

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