Premium Support Technical Account Manager

TITLE

Technical Account Manager (Premium Support)

WHO WE ARE

Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) insurance industry. Our modern SaaS platform enables insurers to run agile, cloud-based operations and deliver better customer experiences.
Duck Creek is a flexible-first company, offering employees autonomy in how they manage their work. As part of our Flying Together approach, we are thoughtfully increasing opportunities for in-person collaboration by focusing on hiring in designated locations. This role is aligned to a specific location, and you’ll partner with your leader to participate in meaningful in-person moments that support team connection and collaboration.

ABOUT VISTA

Duck Creek Technologies is a portfolio company of Vista Equity Partners, a global investment firm that partners with mission-critical enterprise software and technology-enabled businesses to drive growth and operational excellence. As part of a Vista portfolio company, you’ll work in an environment backed by deep expertise, long-term investment, and a strong commitment to building market-leading businesses and meaningful careers.

POSITION OVERVIEW

In this role, you'll sit at the intersection of customers, support, engineering, and cloud operations—owning the customer support experience, leading critical escalations, and ensuring issues are resolved quickly and effectively.

WHAT YOU’LL DO

• Serve as the primary operational support contact for assigned enterprise customers

•  Lead customer-facing communication during major incidents and critical escalations

• Coordinate cross-functional teams across Support, Engineering, Product, Infrastructure, and Cloud Operations

• Ensure adherence to service commitments, including SLA/SLO performance

• Conduct regular service reviews and drive continuous improvement initiatives

• Track corrective actions, root cause investigations, and long-term resolution plans

• Advocate for customers internally while balancing business priorities and operational excellence

What Makes This Role Unique

This is not a traditional support engineer role.
You won't be expected to personally troubleshoot code or resolve technical defects. Instead, you'll leverage your technical understanding, communication skills, and leadership capabilities to coordinate experts, manage customer expectations, and drive successful outcomes.

WHAT YOU’VE DONE

Education and Work Experience:

• 5+ years in Technical Account Management, Enterprise Support, Escalation Management, SRE, Support Engineering, or Service Operations

• Experience managing customer-facing escalations and major incidents

• Strong understanding of enterprise SaaS environments and support operations

• Excellent stakeholder management and communication skills

• Ability to influence and drive outcomes without direct authority

Preferred
• ITIL certification or experience
• Insurance or Financial Services experience
• Experience with ServiceNow, Jira, and monitoring platforms

Success in This Role Looks Like

• Customers trust you as their primary operational partner
• Critical incidents are managed with confidence and transparency
• SLA commitments are consistently achieved
• Escalations are resolved efficiently through strong cross-functional leadership
• Repeat incidents are reduced through proactive problem management

CORE COMPETENCIES

Our team is built on strong core values that guide how we work and grow together. We prioritize clear and thoughtful communication, fostering open collaboration across diverse perspectives to achieve shared goals. We approach challenges with curiosity and critical thinking, seeking creative solutions while remaining adaptable in a fast-changing environment. We take accountability for our work and outcomes, holding ourselves to high standards of integrity and professionalism. Above all, we are committed to doing the right thing—treating others with respect, embracing continuous learning, and engaging inclusively across cultures and backgrounds.

LEARN MORE

- Company Website – Transforming Insurance with Duck Creek's SaaS Solutions
- Life at Duck Creek – Life at Duck Creek - Duck Creek
- Benefits & Rewards – Wellbeing & Rewards - Duck Creek

LOCATION & WAYS OF WORKING

Duck Creek is a flexible-first company, offering employees autonomy in how they manage their day-to-day work. As part of our Flying Together approach, we are thoughtfully increasing opportunities for in-person collaboration by focusing on hiring in designated locations.

This role is aligned to a specific location, and you are expected to reside within reasonable proximity to that location. You will partner with your leader to participate in meaningful in-person moments that support team connection, collaboration, and business priorities.

At the start of your employment, your work may be performed remotely, subject to business needs and company guidelines. As our Flying Together approach continues to evolve, you may be expected to transition to a hybrid work arrangement, including working from a designated office location on a schedule determined by your leader and organizational needs.

The Company reserves the right to modify your work arrangement, including location expectations and in-person requirements, based on business needs, organizational policy, or regulatory considerations.

WHAT WE STAND FOR

Our global team values the unique perspectives each employee brings. Our success is driven by an inclusive culture where everyone can learn from one another, regardless of role or background. This collaborative approach helps us continuously improve our products, services, and systems.
Duck Creek is committed to equal opportunity for all employees and applicants, with decisions based on skills, experience, and achievements—without regard to any protected status.
We strive to lead by example in inclusion, diversity, and equity, creating an environment where employees can be their authentic selves. Our values guide us: We Prioritize Respect, We Listen, We Care, We Add Value, and We Lead.
To learn more: https://www.duckcreek.com/life-at-duck-creek/

AI STATEMENT

To ensure an equitable and consistent process, candidates are expected to complete all interviews based on their own knowledge and experience. The use of AI tools during interviews is not permitted.

PRIVACY NOTICE

By submitting your application, you acknowledge that Duck Creek Technologies may collect and process your personal data – Refer Privacy Notice 

NOTICE

Duck Creek Technologies does not accept agency resumes.

#LI-DD1

#Sydney