Implementation Support Engineer

Overview
Implementation Support Engineer role at Guidewire Software.
Join to apply for a position that supports Guidewire core applications in both the Guidewire Cloud and on-premise, acting as a liaison between implementers and internal Guidewire teams.
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.
Responsibilities
Provide 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.
Troubleshoot and resolve incoming support cases, identifying root causes, providing workarounds or solutions, and collaborating with other teams to resolve complex problems.
Communicate with customers to provide timely, accurate updates on support requests; deliver clear technical explanations to both non-technical customers and certified technical consultants while managing 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), coordinating with other teams and providing timely updates to customers.
Share technical knowledge with team members and contribute to the development of training materials and processes.
Prioritize and escalate customer issues appropriately.
Required Skills And Experience
3+ years of work experience providing enterprise application software support in Java for a B2B software company.
Ability to research, diagnose, troubleshoot and identify potential solutions for issue resolution.
Ability to read stack traces and review application code.
Exposure to broad technical skills such as Java development, web UI, XML, and application architecture.
Strong understanding of relational databases and SQL.
Experience in documenting technical solutions (preferably as KCS articles).
Hands-on experience with Guidewire ClaimCenter and/or PolicyCenter is strongly preferred.
Personal Qualities
Outstanding troubleshooting skills; strong problem-solving and critical-thinking abilities.
Good business judgment and the ability to make sound decisions.
Creative and innovative approach to solving problems.
Strong work ethic and willingness to do what it takes to get the job done.
Strong follow-through and commitment to customers and colleagues.
Customer-centric mindset with a professional attitude and high level of service.
Other Requirements
Ability to read, write, and speak fluent English.
5-day work week.
Co-location with a Guidewire office as part of a team.
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.
We serve hundreds of insurers worldwide, with a portfolio of products and a large partner ecosystem.
For more information, please visit
Guidewire Software, Inc. is an equal opportunity and affirmative action employer.
We are committed to an inclusive workplace and believe that diversity of perspectives and abilities is a key to our success.
All offers are contingent upon passing criminal history and other background checks where applicable.
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