Job description 

Responsibilities

• Function as a primary contact to promptly perform runbook tasks at designated scheduled times for a specific Guidewire customer in adherence to team standards, thereby ensuring that we meet and exceed customer satisfaction.  
• Execute SQL queries and generate reports as required.
• Collaborate with additional support teams as required and align with Guidewire support processes.
• Document activity in support cases using Guidewire ticketing system and maintain technical articles, including troubleshooting guides, knowledge base articles, and runbooks, in order to meet objectives for customer request fulfillment and issue resolution. 
• Ensure availability as per the shift roster.
• 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 an absolute focus on doing what is best for the customer
• Develop and maintain strong relationships with customers and stakeholders, acting as a trusted advisor and point of contact.

Required skills and experience

• Bachelor’s Degree in Computer Science or related field
• Some experience using SQL
• Preference for familiarity with a customer incident tracking or CRM systems like Salesforce.com
• Familiarity with software defect tracking systems, with a preference for experience using tools like JIRA.
• Familiarity with AWS, Docker, Linux, and Kubernetes. Knowledge of Bash scripts is a plus.
• Understanding of the software development lifecycle.
• Exposure to range of technical skills including Object-Oriented Programming (Java, C#, or similar languages), relational databases, XML, and cloud architecture.
• Competence in reading and interpreting application server log files
• Strong communication and presentation skills
• Read, write, and speak fluent English.
• We provide 24x7 support.

Personal Qualities and Soft skills

• Outstanding troubleshooting skills, critical thinking ability, and a knack for problem solving.
• 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