Senior Guidewire Implementation Support Architect

Summary

Are you passionate about customer success? Do you like digging into code, and have a drive to continuously learn and solve problems? Do you want to be part of a global team that provides the best customer service in the industry? If so, come join us at Guidewire!
At Guidewire, we make software that offers Property and Casualty (P&C) Insurance companies the tools to take care of their customers when they need it the most, whether that’s a time of crisis, a natural disaster, an accident, or exposure to cyber risks. We build the core applications that insurance companies use to sell and underwrite policies, settle claims, and bill their customers. We also have a portfolio of innovative products serving the needs of P&C insurance companies in areas such as data management, digital online portals, and predictive analytics. We serve hundreds of insurance providers all over the world, helping them handle billions of dollars of business.
We are proud to be voted a “Top 3” employer on Glassdoor by our own employees and positioned as a market leader by industry experts like Gartner. We have a fun work environment and a culture that lives by our core values of integrity, rationality, and collegiality.
We’re searching for people who are as passionate about working together to deliver quality products and support as we are. Join us and enjoy a career where you can make an impact. You’ll be inspired by those around you, and you’ll be trusted and empowered to go further.
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 Senior Implementation Support Architect you may be assigned responsibility for a small number of product implementations, establishing regular communication and reporting on outstanding issues. You will be working with any number of internal teams such as Professional Services, Product Development team as well as consulting partners. You will also be required to assist in developing solution frame-works for complex customer requirements. The successful Senior Implementation Architect is expected to work closely with our implementation teams while making sure that our product management and engineering staff is kept abreast of product strengths and weaknesses. This position requires a unique blend of technical expertise and strong collaboration skills. Occasional travel to the Guidewire home office is required.

Job Description

 ESSENTIAL DUTIES AND RESPONSIBILITIES

A Guidewire Senior Implementation Support Architect is primarily responsible for providing 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

Troubleshooting and resolution of incoming support cases. This includes identifying root causes of issues, providing workarounds or solutions, and collaborating with other teams to resolve complex problems.

Communicate with customers and ensure that they receive timely and accurate updates on the status of their support requests.  This  includes providing clear and concise technical explanations to both non-technical customers as well as certified technical consultants while managing customer 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). This includes coordination with other teams and stakeholders, and providing timely updates to customers.

Share your technical knowledge and expertise with other team members, and contribute to the development of team training materials and processes.

Prioritizing and escalating customer issues appropriately 

REQUIRED SKILLS AND EXPERIENCEEducation and Work Experience

• Bachelor’s Degree in Computer Science or related field.

• 3+ years of work experience providing enterprise application software support in Java for a B2B software company.

• Research, diagnose, troubleshoot and identify potential solutions for how to resolve an issue.

• Ability to read the stack traces and review the 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 the form of KCS articles)

Personal Qualities

• Outstanding troubleshooting skills; ability to think critically and display an aptitude for problem solving

• Employ sound business judgment when making business decisions

• Use creative and innovative ways to solve problems

• Display a strong work ethic and do whatever it takes to get the job done

• Demonstrate strong follow-through and consistently keep commitments to customers and employees

• Display an understanding of the customer’s needs and a strong commitment to customer satisfaction

• Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service

Other Requirements

• Ability to read, write, and speak fluent English

• 5 Days work week

• You will be part of a team that works together at one of our company offices listed above 

 

The US base salary range for this full-time position is $125,000 - $212,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Disability Accommodations and Guidewire’s Appeals Process. Guidewire provides accommodations to the hiring process to create a fair opportunity for candidates with disabilities to contend for open positions. Accommodation requests should be directed to [email protected]. If things do not go as hoped, we invite you to use our appeals process. Guidewire promises to independently review any denied accommodation and any decision not to offer you the position. The appeals process is the same in either case. Within five business days of receiving a notice of denial of an accommodation, or receiving a notice of your non-selection for a vacancy, e-mail [email protected] to make an appeal. Guidewire will assign a new decision-maker to review the request and/or hiring decision, who will then notify you in writing of a decision within 10 business days.

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. More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.
As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.
For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.
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 it's applicable to the position.