Implementation Support Engineer

Summary

Are you passionate about customer success?  Do you like digging into code, and have a drive to continuously learn and solve problems? Do you want to be part of a global team that provides the best customer service in the industry?  If so, come join us at Guidewire!
At Guidewire, we make software that offers Property and Casualty (P&C) Insurance companies the tools to take care of their customers when they need it the most, whether that’s a time of crisis, a natural disaster, an accident, or exposure to cyber risks. We build the core applications that insurance companies use to sell and underwrite policies, settle claims, and bill their customers.  We also have a portfolio of innovative products serving the needs of P&C insurance companies in areas such as data management, digital online portals, and predictive analytics.  We serve hundreds of insurance providers all over the world, helping them handle billions of dollars of business.
We are proud to be voted a “Top 3” employer on Glassdoor by our own employees and positioned as a market leader by industry experts like Gartner. We have a fun work environment and a culture that lives by our core values of integrity, rationality, and collegiality.
We’re searching for people who are as passionate about working together to deliver quality products and support as we are. Join us and enjoy a career where you can make an impact.  You’ll be inspired by those around you, and you’ll be trusted and empowered to go further.

Job Description

The Implementation Support team is part of the Guidewire Global Support organization, delivering service to all Guidewire core application implementation efforts both in the Guidewire Cloud and on-premise.  Implementation Support acts as the liaison between those implementing Guidewire software for our customers and the extensive internal Guidewire ecosystems including Product Development.

As an Implementation Support Engineer you will learn everything there is to know about Guidewire’s products, and share that knowledge with Guidewire’s customers, Professional Services consultants and consulting partners.

ESSENTIAL DUTIES AND RESPONSIBILITIES

A Guidewire Implementation Support Engineer is primarily responsible for providing technical support to Guidewire customers, internal Professional Services consultants, and consulting partners using Guidewire products.

Develop and maintain deep expertise in Guidewire’s suite of products

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 both non-technical customers as well as certified technical consultants while managing customer expectations.

Create and maintain knowledge articles related to the resolution of customer-reported problems with Guidewire products.

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 objectives (SLOs). 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.

Prioritizing and escalating customer issues appropriately 

At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI—empowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes.

REQUIRED SKILLS AND EXPERIENCE:

• 3+ years of work experience providing enterprise application software support in Java for a B2B software company.

• Research, diagnose, troubleshoot and identify potential solutions for how to resolve an issue.

• Ability to read the stack traces and review the application code.

• Exposure to broad technical skills such as Java development, web UI (design and development), XML, application architecture

• Strong understanding of relational databases and SQL

• Experience in documenting technical solutions (preferably in the form of KCS articles)

• Hands-on experience with Guidewire ClaimCenter and/or PolicyCenter is strongly preferred.

• Demonstrated ability to embrace AI and apply it to your role as well as use data-driven insights to drive innovation, productivity, and continuous improvement.

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:

• Ability to read, write, and speak fluent English

• 5 Days work week

• You will be part of a team that works together at one of our company offices listed above 

About Guidewire

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.

As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.

For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.

Guidewire Software, Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success. Qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.