Technical Product Support Specialist

3 days ago

Dublin, Dublin City, Ireland beBeeImplementation Full time €60,000 - €90,000

**Job Title:** Implementation Support Engineer II

Job Description:

This role involves providing technical assistance to customers, internal consultants and partners who use Guidewire products. You will need to develop expertise in the product suite, troubleshoot issues and provide timely support to customers.

You will be responsible for identifying areas of improvement and collaborating with other teams to implement changes that enhance the customer experience. Additionally, you will manage and resolve incidents within contractual service-level objectives (SLOs) and contribute to the development of team training materials and processes.

Responsibilities:
  • Develop deep expertise in Guidewire's product suite
  • Troubleshoot and resolve incoming support cases
  • Communicate with customers and ensure timely updates on support requests
  • Create knowledge articles related to problem resolutions
  • Identify areas for service improvement and collaborate with other teams
  • Manage and resolve incidents within SLOs
Requirements:
  • Bachelor's Degree in Computer Science or related field
  • 3+ years of work experience in enterprise application software support for a B2B software company
  • 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 design and development, XML, application architecture
  • Strong understanding of relational databases and SQL
  • Experience in documenting technical solutions (preferably in KCS articles)
About Us:

We are a leading platform provider for property and casualty insurers. We combine digital, core, analytics and AI to deliver our platform as a cloud service. Over 540+ insurers in 40 countries run on our platform.

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