Production Support Engineer

Description:

Responsibilities

• Develop and maintain a deep knowledge of InsuranceNow and UM software and relevant diagnostic tools through company-sponsored Professional certification training and experience.
• Function as the main point of contact to research, respond to, priorities and accurately resolve cases in a timely manner and in accordance with team standards to ensure customer happiness!
• Provide expert solutions to customer problems to ensure customer satisfaction!
• Partner with Guidewire delivery, Product and Cloud Operations 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
• Write thorough and detailed case documentation to meet objectives for Case Quality, Customer Satisfaction scores, and SLAs.
• Escalate customer issues and keep management informed of critical issues, as appropriate.
• Plan and coordinate deployments according to standards including pre-testing and installing (post-release) maintenance pack bundles and hot fixes.
• Contribute to an environment that encourages collaboration, information sharing, team-based resolution activity, cross-training, and an absolute focus on doing what is best for the customer.
• Participate in team projects that enhance the quality or efficiency of support
• Create UM customer weekly production metrics reports and daily monitoring reports.

Required skills and experience:

• Bachelor’s Degree in Computer Science or related field
• Familiarity with the Agile software development lifecycle
• Computer programming or software application coding skills; Java programming experience is required
• 3+ years’ experience working directly with customers or key internal partners; preference for support for a B2B software company; Property & Casualty (P&C) insurance experience preferred
• Software as a Service (SaaS) platform support and operations experience
• Experience solving problem software code and reporting progress; preference for experience with a commercial customer incident tracking or CRM like Salesforce.com (preferred)
• Experience using a software defect tracking system such as JIRA (preferred)
• Advanced exposure to broad technical skills such as Object-Oriented Programming (Java, J2EE, App) servers, C#, or similar), relational databases (data modeling/SQL/Aurora/MySQL), web UI (design and development), XML, web services and application architecture
• Experience with Rich Internet Technologies (HTML5, AJAX)
• Skills to read and interpret application server thread dumps, Oracle AWR reports, DataDog monitoring and other cloud management technologies
• Good communication and presentation skills
• Read, write, and speak fluent English
• We provide 24x7 support to our customers, so there will be some work outside of your regular scheduled days/shift (including weekends) to cover after-hours production emergencies, on-call work, and deployments with compensatory time off.