Java Application Support Engineer
Guidewire Software, Inc
Madrid, Spain
hace 1 día

Java Application Engineer -

What’s The Role?

Our Customer and Cloud Ops team is a huge part of Guidewire’ssuccess. We’re rocking a start-up culture and feel, despite beingpart of a global public company, and we’re growing fast.

We’ve gotreally amazing knowledge of the whole suite of Guidewire products(gained through company-sponsored training), as well as beingfluent in Java and SQL, and our goal is to delight our customerswith awesome solutions to problems, and great levels of customerservice.

Within our CCO team, we have a special department called theCASE team (Customer Application Support Engineering) where wedeliver 24 / 7 service to customers using Guidewire software bothon-site and in the Guidewire Cloud.

We’re looking for people aspassionate and dedicated as we are to join this team as ApplicationEngineers.

You will be expected to work on call when needed and provideweekend rotation cover. (willing to work some weekends)

Cool! And What Does It Involve?

As a Junior Application Engineer, you’ll work as part of aregional pod , serving specified Guidewire customers. You’ll leadand mentor other team members, as well as providing experttroubleshooting, problem remediation, system restoration, and rootcause analysis for all assigned cases.

You’ll need to be independent, taking real ownership andresponsibility for customer success. And you’ll need to be highlyresponsive and resourceful, so you can manage customer productionissues in a timely way.

And, of course, you’ll need to developprofessional relationships with your teammates, as well ascolleagues across the wider organization, all over the world!

Importantly, this role has a set schedule of five shifts perweek, which will include two on Saturday and Sunday. Those weekenddays are set, but the other three mid-week days areflexible.

What Are The Role Requirements?

Case Resolution

  • Research, respond to and resolve cases of moderate to high complexity, in a timely way, and in line with CASE team standards
  • Be the primary customer contact for your support cases, meeting Guidewire’s contractual and internal goals for customer communication
  • Provide expert solutions to customer problems to ensure satisfaction
  • Write thorough and detailed case documentation to meet objectives for Case Quality and Customer Satisfaction scores
  • Take ownership and responsibility for support cases
  • Escalate customer issues to the CASE Manager when you need to
  • Participate in team projects to 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 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 with both local and remote leadership
  • Customer Management

  • Partner with Guidewire delivery teams to understand each customer’s business objectives and integration requirements, and rationalize these against established standard methodologies 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
  • Person Requirements

  • You will be expected to work on call when needed and provide weekend rotation cover. (willing to work some weekends)
  • You’ll need a Bachelor’s Degree in Computer Science or related field
  • Familiarity with the Agile software development lifecycle
  • Experience providing technical software support for a B2B software company
  • Experience with a commercial customer incident tracking or CRM system such as
  • Experience using a software defect tracking system like JIRA
  • Advanced exposure to broad technical skills such as Java development, web UI (design and development), XML, application architecture
  • 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
  • Outstanding troubleshooting skills; ability to think critically and problem-solve
  • Employ sound business judgment when making business decisions
  • Use creative and innovative ways to solve problems
  • Display a strong work ethic and go above and beyond 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
  • Work weekends (negotiable mid-week shift pattern but Saturday and Sunday must be covered)
  • Ability to read, write, and speak fluent English is a must.
  • Travel expect occasional travel (less than 5% of your time) to other Guidewire offices for training and team meetings
  • Awesome - So What’s Next?

    At Guidewire, we’re always on the lookout for our nextadventure.

    Our people dig deeper to find the answers. They stand togetherto create diverse, incredible solutions. They stay imaginative,continuously developing and growing.

    And they leap further,exploring the limits of the possible with excitement and appetitefor more.

    Feeling adventurous?

    Then join us now, and navigate what’s next.

    About Guidewire

    Guidewire is the platform P&C insurers trust to engage,innovate, and grow efficiently.

    Guidewire combines core, data, digital, analytics, and AI todeliver our platform as a cloud service. 380 insurers, includingthe largest and most complex in the world, run on Guidewire.

    As a partner to our customers, we continually evolve to enabletheir success. We are proud of our unparalleled implementationtrack record with 700+ successful projects, supported by thelargest R&D team and partner ecosystem in the industry.

    Ourmarketplace provides hundreds of add-ons that accelerateintegration, localization, and innovation.

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