Application Engineer II

3 weeks ago

Dublin, Dublin City, Ireland Guidewire Software Full time

Are you enthusiastic about customer satisfaction? Are you keen on delving into code, and always striving to learn and troubleshoot? Do you want to be a part of a global team known for providing outstanding customer support in the business? If this sounds like you, then come and join us at Guidewire We create software that equips Property and Casualty (P&C) Insurance firms with the necessary tools to assist their customers during critical times, be it a crisis, a natural disaster, an accident, or cyber risks exposure. Our applications are the backbone of insurance companies, aiding them in policy sales, claims processing, and customer billing.

Additionally, we offer a range of innovative products tailored to meet the requirements of P&C insurance companies, covering areas such as data management, digital portals, and predictive analytics. With a global reach, we cater to hundreds of insurance providers globally, managing billions of dollars in business.

We take pride in being rated a top employer on Glassdoor by our employees and recognized as an industry leader by Gartner. At Guidewire, we foster a dynamic work environment and a culture deeply rooted in our core values of integrity, rationality, and collegiality. We are on the lookout for individuals who are as enthusiastic about teamwork and delivering top-notch products and services as we are. Join us and embark on a fulfilling career, making a real difference.

Working in the Application Support team as a Data Application Support Engineer at Guidewire Global Support, you will delve deep into Guidewire's data products, sharing your expertise with both internal and external customers.

Essential responsibilities:
  • Develop a profound understanding of Guidewire's suite of data products like DataHub and CDA.
  • Active participation in troubleshooting and resolving support issues, including identifying root causes, offering solutions, and collaborating with teams for complex problem resolution.
  • Effective communication with customers, ensuring they receive prompt and accurate updates on support requests. This involves providing clear technical explanations to non-technical individuals and managing customer expectations.
  • Create and update knowledge articles related to resolving customer-reported problems with Guidewire Data products.
  • Execute operational tasks related to provisioning, configuration, and data service restoration for customer cloud environments.
  • Identify areas for service enhancement, collaborating with teams to implement changes that elevate the customer experience.
  • Handle and resolve incidents within service level agreements (SLAs), coordinating with stakeholders for timely updates to customers.
  • Share technical knowledge with team members, contributing to the development of training materials and processes.
Required qualifications and experience:
  • Bachelor's Degree in Computer Science or a related field.
  • Solid understanding of relational database theory, data modeling, data streaming, and analysis.
  • Experience in database administration, SQL scripting, and query optimization.
  • Familiarity with AWS cloud infrastructure and related services.
  • Hands-on experience with ETL tools and report design.
  • Proficiency in technologies like Apache Kafka, DataDog, and Teamcity.
  • Exposure to case management systems, Linux scripting, Java, and XML.
Personal attributes:
  • Exceptional troubleshooting skills and a knack for problem-solving.
  • Sound business judgment and innovative problem-solving techniques.
  • Strong work ethic and commitment to task completion.
  • Consistent follow-through and keeping commitments.
  • Customer-centric approach and a dedication to customer satisfaction.
  • Professional conduct and high service standards towards every customer.
Other requirements:
  • Proficiency in English (reading, writing, speaking).
  • Full-time position with coverage on weekends.
  • On-site work at one of our company offices (no remote work).
  • Participation in after-hours on-call support.
  • Occasional travel to other company offices (less than 5%).

About Guidewire

Guidewire is the preferred platform for P&C insurers to enhance customer engagement, drive innovation, and optimize growth. We leverage digital, core, analytics, and AI to deliver our platform as a cloud service. Trusted by over 540 insurers across 40 countries, from startups to industry giants, Guidewire powers the insurance industry.

As a trusted partner, we continuously evolve to empower our customers' success. With a distinguished track record of over 1600 successful projects, supported by a vast R&D team and partner network, we offer a Marketplace with numerous applications accelerating integration and innovation.

For further details, visit our website for updates and insights.

Guidewire Software Inc. provides equal opportunities for employment, fostering a discrimination-free workplace. All offers are subject to background checks according to the role's requirements. Reasonable accommodations are available for candidates with disabilities upon request.

CONSENT and ACKNOWLEDGEMENT

By submitting your application, you agree to Guidewire's data usage policies and acknowledge your rights related to personal data processing. You consent to Guidewire's collection, retention, and disclosure of your Personal Data as described above.

Thank you for considering a career with us at Guidewire.

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