Description

Provide technical support for Guidewire products, focusing on troubleshooting, root cause analysis, and incident resolution.

Responsibilities

• Troubleshoot and resolve incoming support cases by identifying root causes and providing workarounds or solutions.
• Execute operational tasks to provision, rebuild, configure, and restore services for customer cloud environments.
• Manage and resolve incidents within contractual service level agreements (SLAs).
• Communicate technical updates to both technical and non-technical customers to manage expectations.
• Create and maintain knowledge articles and contribute to team training materials.

Required Skills

• 5+ years of experience providing technical software support for a B2B software company.
• Bachelor's degree in Computer Science or a related field.
• Proficiency in Java, XML, and JSON.
• Experience with ReactJS or similar front-end web technologies.
• Strong understanding of SQL and relational databases like Postgres or Oracle.
• Experience using JIRA for defect tracking and Salesforce.com or similar CRM systems.
• Ability to analyze diagnostic artifacts including heap/thread dumps, AWR reports, and Datadog.
• Familiarity with cloud applications and cloud infrastructure/services.
• Understanding of 3-tier application architecture.

Key Skills

Education

Bachelor's degree in Computer Science