Summary
Guidewire is looking for a proactive and solution‑driven Cloud Platform Support Engineer to join our dynamic Platform Support team. This individual will primarily focus on addressing and resolving customer support cases concerning the entire Guidewire cloud platform. The Platform Support Engineer will work collaboratively within the Product Development Operations (PDO) team, serving our customers in both Guidewire Cloud and on‑premise environments. This role requires a keen understanding of our platform, backed by continuous learning provided by Guidewire Education, Product Development, and Cloud Engineering teams. The successful candidate will be part of the Product Development Operations (PDO) organization working in a hybrid environment that delivers 24x7 service to customers who are using our software in the Guidewire Cloud.
Responsibilities
Function as a primary contact to research, address, and promptly fulfill requests and resolve cases in adherence to team standards, thereby ensuring we meet and exceed customer satisfaction.
Document and maintain technical articles, including troubleshooting guides, knowledge base articles, and runbooks, to support customer request fulfillment and issue resolution.
Collaborate with cross‑functional teams on complex issues involving system integration and custom configurations.
Develop and maintain in‑depth knowledge of our platform through company‑sponsored training and experience.
Contribute to an environment that encourages information sharing, team‑based resolution activity, cross‑training, and a focus on the customer.
Develop and maintain strong relationships with customers and stakeholders, acting as a trusted advisor and technical point of contact.
Required Skills And Experience
Proficiency in networking protocols and concepts, including TCP/IP, HTTP, DNS, and load balancing.
Familiarity with AWS, Docker, Linux, and Kubernetes. Knowledge of Bash scripts is a plus.
General familiarity with broad technical skills such as Object‑Oriented Programming (Java, C#, or similar) and relational databases.
Familiarity with software development lifecycle.
Familiarity with CI/CD concepts and principles; Jenkins or TeamCity experience is a plus.
Familiarity with Linux operating systems and the ability to use Linux command line tools.
Outstanding troubleshooting skills; ability to think critically and display an aptitude for problem‑solving; preference for experience with a commercial customer incident tracking or CRM like Salesforce.com.
Read, write, and speak fluent English. Bonus points for additional language skills (e.g., French or German).
We provide 24x7 support and, while the majority of our shifts are Monday through Friday during daytime hours, we rotate shifts monthly, so there will be some evening and weekend shifts to cover after‑hours production emergencies.
Personal Qualities And Soft Skills
Good communication and presentation skills.
Display a strong work ethic and do whatever it takes to get the job done.
Excellent communication skills and ability to explain complex technical concepts to a varied audience.
Demonstrate strong follow‑through and consistently keep commitments to customers and employees.
Benefits
Competitive market salary.
Bonus.
Company retirement contributions.
Fully funded medical for you and your family.
Annual wellness reimbursement.
Three paid days volunteering in the community.
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 applicable to the position.
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