Junior Application Engineer (French Speaking)
Job Location : Madrid,Spain
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 that offers Property andCasualty (P&C) Insurance companies the tools to take care oftheir customers when they need it the most, whether that’s a timeof crisis, a natural disaster, an accident, or exposure to cyberrisks.
We build the core applications that insurance companies useto sell and underwrite policies, settle claims, and bill theircustomers.
We also have a portfolio of innovate productsserving the needs of P&C insurance companies in areas such asdata management, digital online portals, and predictiveanalytics.
We serve hundreds of insurance providers all overthe world, helping them handle billions of dollars ofbusiness.
We are proud to be voted a Top Cloud Employer on Glassdoor byour own employees and positioned as a market leader by industryexperts like Gartner.
We have a fun work environment and a culturethat lives by our core values of integrity, rationality, andcollegiality.
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) is part of the Customer & CloudOperations (CCO) organization, delivering 24x7 service to customerswho are using Guidewire software both on-premise and in theGuidewire Cloud.
As an Application Engineer, you will be part of a team ofApplication Engineers in a regional pod that serves specifiedGuidewire customers.
You will 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 highly responsive andresourceful to manage customer production issues in a timelymanner.
The successful candidate will be skilled atdeveloping and maintaining professional relationships with peers aswell as colleagues across departments and geographiclocations.
Senior Application Engineers are expected toprovide technical leadership and mentorship to more junior membersof the pod.
They will also provide detailed cloud-hostedproduction system support expertise, general architecture bestpractices awareness and guidance, and should be willing to expandtheir team leadership capability.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Research, respond to and accurately resolve cases of moderateto high complexity, in a timely manner and in accordance with CASEteam standards
Function as primary customer contact for all assigned supportcases, meeting Guidewire’s contractual and internal goals forinitial response and subsequent customer communication
Provide expert solutions to customer problems to ensurecustomer satisfaction
Write thorough and detailed case documentation to meetobjectives for Case Quality and Customer Satisfaction scores
Proactively take ownership and responsibility for supportcases where and when required
Escalate customer issues to the CASE Manager asappropriate
Participate in team projects that enhance the quality orefficiency of support
Participate in after-hours weekend deployments and on-callsupport as needed
Develop and maintain deep knowledge of Guidewire’s products,achieving Professional-level certification in at least one productarea
Contribute to an environment that encourages informationsharing, team-based resolution activity, cross training and anabsolute focus on doing what is best for the customer
Create knowledgebase articles and other informationaldocuments to be shared with customers and teammates
Contribute to a team environment that will have both local andremote leadership
Partner with Guidewire delivery teams to understand eachcustomer’s business objectives and integration requirements, andrationalize those against established best practices you learnthrough your experience and that of your peers to ensure successfulGuidewire Cloud-hosted customer solutions
Contribute to technical assessments of incoming GuidewireCloud-hosted solutions, ensuring that pre-production customersolutions meet our security and performance criteria and adhere toour coding standards
REQUIRED SKILLS AND EXPERIENCE
Education and Work Experience
Bachelor’s Degree in Computer Science or related field
Familiarity with the Agile software developmentlifecycle
Previous Internship or work experience providing technicalsoftware support for a B2B software company
Previous Internship or work experience with a commercialcustomer incident tracking or CRM system such asSalesforce.com
Experience using a software defect tracking system such asJIRA
Advanced exposure to broad technical skills such as Javadevelopment, web UI (design and development), XML, applicationarchitecture
Ability to read and interpret application server thread dumps,Oracle AWR reports, and other log files
Strong understanding of relational databases and SQL
Fluent in French or German essential
Outstanding troubleshooting skills; ability to thinkcritically and display an aptitude for problem solving
Employ sound business judgment when making businessdecisions
Use creative and innovative ways to solve problems
Display a strong work ethic and do whatever it takes to getthe job done
Demonstrate strong follow-through and consistently keepcommitments to customers and employees
Display an understanding of the customer’s needs and a strongcommitment to customer satisfaction
Ensure that each and every customer is handled with aconsummately professional attitude and the highest possible levelof service
Ability to read, write, and speak fluent English
French language skills
You will be part of a team that works together at one of ourcompany offices listed above (working remotely is not anoption)
We provide 24x7 support to our customers, so we expect you totake turns with your teammates being on-call for after-hoursproduction emergencies
Travel Expect occasional travel (less than 5%) to otherGuidewire offices for training and team meetings
Guidewire InsurancePlatform is the P&C industry platformthat unifies software, services, and partner ecosystem to power ourcustomers’ business.
InsurancePlatform provides the standard uponwhich insurers can engage their customers, optimize theiroperations, drive smart decisions, and innovate quickly.
We areprivileged to serve more than 350 P&C insurers in 32 countries.We invest heavily in R&D to build a technology platform thatcombines three elements core processing, data and analytics, anddigital engagement to enhance insurers’ ability to engage andempower their customers and employees.