Senior Platform Support Engineer

Summary

Guidewire is seeking a proactive and solution-driven Senior Platform Support Engineer to join our dynamic Platform Support team at our Curitiba office. The Senior 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 deep 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

• As part of our team, you will play a vital role in ensuring the stability and performance of our platform while actively contributing to an environment of learning and improvement among our team members.

• Manage ticket queues ensuring customers get prompt attention and accurate responses. Investigate incident patterns, then raise awareness of issues and determine ways to mitigate.

• Resolve cases in adherence to team standards to meet and exceed customer satisfaction. Collaborate and resolve critical/high severity and/or complex support cases independently or with cross-functional teams.

• Develop and maintain in-depth knowledge of Guidewire Cloud Platform and software products. Coach team members on new skills and technologies through learning sessions or 1:1 mentoring sessions. 

• Function as a key contact and a senior technical mentor for platform support engineers who need help completing platform-related tasks. 

• 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.

• Identify opportunities, leading or contributing actively to continuous improvement initiatives that enhance the quality or efficiency of platform support.

• Participate in recruiting, conducting face-to-face technical interviews, and involved in the final selection process.

• 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

• 8+ years’ experience working directly with customers or key internal partners; preference for support for a B2B software company.

• 6+ years of experience in a Cloud Solutions Engineer, Platform Support Engineer, or similar role. AWS Certified Advanced Networking - Specialty certified is preferred.

• Proficiency in AWS, Docker, Linux, and Kubernetes are essential. Experience in working with AWS services, such as EC2, S3, RDS, and ECS/EKS (Kubernetes), to deploy and manage Java applications in a cloud environment 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. 

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

• Familiar with CI/CD concepts and principles; Jenkins, TeamCity and Bitbucket experience a plus. 

• Ability to handle multiple tasks with changing priorities and capable of handling frequent interruptions positively. Self-motivated with critical attention to detail and appreciation for record keeping principles and systems.

• Dedication to customer service in both words and actions. Demonstrate strong follow-through and consistently keep commitments to customers and employees.

• 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.

• Team orientation – Excellent interpersonal skills and ability to establish strong relationships with all levels of management.

• Based at Guidewire Curitiba Office and following the In-Office Hybrid Plan (3 days a week).

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.