Senior Java Application Engineer
Guidewire Software, Inc
Madrid, Spain
hace 6 días

Senior Java Application Engineer - WeekendShift

POSITION OVERVIEW

Guidewire's Customer & Cloud Operations team is a pivotal partof Guidewire's success, has a start-up culture within a globalpublic company, and is growing fast.

We use our immense knowledgeof Guidewire products (gained through company sponsored training),and our ability to read and write Java and SQL, to delightcustomers with our problem-solving skills and customer serviceapproach.

At Guidewire, we make software thatoffers Property and Casualty (P&C) Insurancecompanies the tools to take care of their customers when they needit the most, whether that’s a time of crisis, a natural disaster,an accident, or exposure to cyber risks.

We build the coreapplications that insurance companies use tosell and underwrite policies, settle claims, and billtheir customers.

We also have a portfolioof innovate products serving the needs of P&Cinsurance companies in areas such as data management, digitalonline portals, and predictive analytics.

Weserve hundreds of insurance providers all over the world,helping them handle billions of dollars of business.

We are proud to be voted a Top Cloud Employeron Glassdoor by our own employees and positioned as a market leaderby industry experts like Gartner.

We have a fun workenvironment and a culture that lives by our core values ofintegrity, rationality, and collegiality.

We’re searching for people who are as passionate about workingtogether to deliver quality products and support as we are.

Join usand enjoy a career where you can make an impact. You’ll beinspired by those around you, and you’ll be trusted and empoweredto go further.

Guidewire’s CASE team( C ustomer A pplication S upport E ngineering) ispart of the Customer &Cloud Operations (CCO) organization, delivering 24x7service to customers who are using Guidewire software bothon-premise and in the Guidewire Cloud.

As a Senior Application Engineer, you will be part of ateam of Application Engineers in a regional pod that servesspecified Guidewire customers.

You will lead and mentorother team members as well as provide expert troubleshooting,problem remediation, system restoration, and root cause analysisfor all assigned cases.

This role requires a high degree of independence, ownershipand responsibility for customer success. ApplicationEngineers in the CASE team are expected to be highlyresponsive and resourceful to manage customer production issues ina timely manner.

The successful candidate will beskilled developing and maintaining professional relationships withpeers as well as colleagues across departments andgeographiclocations.

Senior Application Engineers areexpected to provide technical leadership and mentorship to morejunior members of the pod.

They will also providedetailed cloud-hosted production system support expertise, generalarchitecture best practices awareness and guidance, and should bewilling to expand their team leadership capability.

The engineer will have a set schedule that will comprise fiveshifts per week which will include two on Saturday and Sunday.

Insupport of a flexible working arrangement, the remaining threeshift schedule can be discussed during the interview process.

Resposibilties

  • Case Resolution
  • Research, respond to and accurately resolve cases of moderate to high complexity, in a timely manner and in accordance with CASE team standards
  • Function as primary customer contact for all assigned support cases, meeting Guidewire’s contractual and internal goals for initial response and subsequent customer communication
  • Provide expert solutions to customer problems to ensure customer satisfaction
  • Write thorough and detailed case documentation to meet objectives for Case Quality and Customer Satisfaction scores
  • Proactively take ownership and responsibility for support cases where and when required
  • Escalate customer issues to the CASE Manager as appropriate
  • Participate in team projects that 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 an absolute 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 that will have both local and remote leadership
  • Customer Management
  • Partner with Guidewire delivery 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
  • Requirements

  • Education and Work Experience
  • Bachelor’s Degree in Computer Science or related field
  • Familiarity with the Agile software development lifecycle
  • 3+ years of work 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 such as 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
  • Additional european languages preferred
  • 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
  • Work weekends (Negotiable shift pattern but Saturday and Sunday must be covered)
  • Ability to read, write, and speak fluent English
  • You will score bonus points if you can also read, write, and speak French
  • You will be part of a team that works together at one of our company offices listed above (working remotely is not an option)
  • Travel - Expect occasional travel (less than 5%) to other Guidewire offices for training and team meetings
  • 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.

    Guidewire Software Inc. provides equal employmentopportunities to all applicants for employment and prohibitsdiscrimination and harassment of any type without regard to race,color, religion, age, sex, national origin, disability status,genetics, protected veteran status, sexual orientation, genderidentity or expression, or any other characteristic protected byfederal, state or local laws.

    All offers are contingent uponpassing a criminal history and other background checks where it'sapplicable to the position.

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