Cloud Platform Support Engineer II

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 and 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 the 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.

Job Description

What You’ll Do

• 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, in order to meet objectives for customer request fulfillment and issue resolution.

• Resolve cases in adherence to team standards to meet and exceed customer satisfaction. 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 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 technical point of contact.

• 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 included in order to cover after-hours production emergencies

• At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI—empowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes.

What You’ll Bring

• Bachelor’s Degree in Computer Science or related field. 2+ years’ experience working directly with the customers or key internal partners. Experience in support for a B2B software company is an added advantage.

• 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), relational databases (Oracle, PostgreSQL, MS SQL ), XML, and Cloud architecture.

• Proficiency in working with networking protocols and concepts, including TCP/IP, HTTP, DNS, and load balancing.

• Familiar with software development lifecycle. Experience supporting Java web applications running in a live production environment.

• Familiar with CI/CD concepts and principles; Jenkins or TeamCity experience is a plus

• Demonstrated ability to embrace AI and apply it to your current role as well as data-driven insights to drive innovation, productivity, and continuous improvement.

• Good communication and presentation skills. 

• Displayed strong work ethic and highly positive can-do attitude with a knack of being a team player and doing what it takes to get the job done. 

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

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.