Application Support Engineer

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Essential Duties & Responsibilities

• Develop and maintain deep expertise in Guidewire’s suite of data products, such as DataHub and CDA. 
• Troubleshooting and resolution of incoming support cases. This includes identifying root causes of issues, providing workarounds or solutions, and collaborating with other teams to resolve complex problems.
• Communicate with customers and ensure that they receive timely and accurate updates on the status of their support requests.  This  includes providing clear and concise technical explanations to non-technical customers, and managing customer expectations.
• Create and maintain knowledge articles related to the resolution of customer-reported problems with Guidewire Data products.
• Execute operational tasks to provision, rebuild, configure, and restore data services for customer cloud environments as needed.
• Identify areas for service improvement, and collaborate with other teams to implement changes that improve the customer experience.
• Manage and resolve incidents within contractual service level agreements (SLAs). This includes coordination with other teams and stakeholders, and providing timely updates to customers.
• Share your technical knowledge and expertise with other team members, and contribute to the development of team training materials and processes.

Required Skills and Experience

• Bachelor’s Degree in Computer Science or related field
• Strong knowledge of relational database theory, data mapping / modeling, data streaming and data analysis
• Knowledge of data-warehousing, Data Marts (including star and snowflake schemas) and BI
• Experience in database administration (PostgreSQL or Oracle)
• Fluency in SQL scripting (PL/pgSQL and/or PL/SQL), including query optimization
• Knowledge of AWS cloud infrastructure and related services (AWS Workspace, S3 Bucket)
• Experience with ETL tools such as SAP Business Objects, Informatica, SSIS
• Experience working with Cognos for report design and maintenance
• Experience with Apache Kafka, DataDog and Teamcity
• Experience with case management/ticketing systems such as Salesforce.com or JIRA
• Familiarity with Linux shell scripting, Java and XML 

Other Important Requirements

• Multilingual Marvels: Show off your language prowess – fluent in English!
• Teamwork Adventure: Join a dynamic team working together in our vibrant company offices, creating a lively and collaborative atmosphere!
• 5-day workweek, including weekends, with regular hours. (Rotational)
• Embrace the Fun! We're here 24/7 to support our customers, and we take turns with our awesome teammates being on-call for after-hours production adventures! It's all about teamwork and making sure our customers get the best care, day and night
• Wanderlust Wonders: Expect occasional travel (less than 5%) to our other Guidewire offices, exploring new places while attending training and team meetings!

Personal Desirable 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