Job Description

Application Support Engineer II (Data)

We’re searching for people who are as passionate about working together to deliver quality products and support as we are. Join us and enjoy a career where you can make an impact.  You’ll be inspired by those around you, and you’ll be trusted and empowered to go further.

The Application Support team is part of the Guidewire Global Support organization, delivering 24x7 service to customers who are using Guidewire software both in the Guidewire Cloud and on-premise.

As a Data Application Support Engineer you will learn everything there is to know about Guidewire’s Data products, and you’ll communicate and share that knowledge with Guidewire’s internal and external customers. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

A Guidewire Data Application Support Engineer is primarily responsible for providing technical support to Guidewire customers using Guidewire Data products.

• Develop and maintain deep expertise in Guidewire’s suite of data products, such as DataHub and CDA. 

• 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.

• 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 non-technical customers, and managing customer expectations.

• Create and maintain knowledge articles related to the resolution of customer-reported problems with Guidewire Data products.

• Execute operational tasks to provision, rebuild, configure, and restore data services for customer cloud environments as needed.

• Identify areas for service improvement, and collaborate with other teams to implement changes that improve the customer experience.

• Manage and resolve incidents within contractual service level agreements (SLAs). This includes coordination with other teams and stakeholders, and providing timely updates to customers.

• Share your technical knowledge and expertise with other team members, and contribute to the development of team training materials and processes.

REQUIRED SKILLS AND EXPERIENCE

Education and Work Experience

• Bachelor’s Degree in Computer Science or related field

• Strong knowledge of relational database theory, data mapping / modeling, data streaming and data analysis

• Knowledge of data-warehousing, Data Marts (including star and snowflake schemas) and BI

• Experience in database administration (PostgreSQL or Oracle)

• Fluency in SQL scripting (PL/pgSQL and/or PL/SQL), including query optimization

• Knowledge of AWS cloud infrastructure and related services (AWS Workspace, S3 Bucket)

• Experience with ETL tools such as SAP Business Objects, Informatica, SSIS

• Experience working with Cognos for report design and maintenance

• Experience with Apache Kafka, DataDog and Teamcity

• Experience with case management/ticketing systems such as Salesforce.com or JIRA

• Familiarity with Linux shell scripting, Java and XML 

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 Days work week, working hours 6am - 3pm including Saturday & Sunday coverage

• You will be part of a team that works together at one of our company offices listed above (working remotely is not an option)

• We provide 24x7 support to our customers, so we expect you to take turns with your teammates being on-call for after-hours production emergencies

• Travel – Expect occasional travel (less than 5%) to other Guidewire offices for training and team meetings