Senior Application Support Engineer

Cloud and Customer Success San Mateo, California

Senior Application Engineers at Guidewire’s Regional Service Centers serve as second level contacts for troubleshooting, diagnosis, and escalation of customer issues for customers in the region. Duties will primarily be for our customers who host use Guidewire Software InsuranceSuite, Data Management and Digital Applications. Duties may also include providing solution to our Professional Services and Partner consultants during implementation phases of the project. They perform detailed analysis on customer issues to determine causes and appropriate solutions.  They have substantial depth of experience in customer-facing roles and have demonstrated abilities in successfully resolving challenging situations.  They must have strong ability to work independently on complex issues. Senior Application Engineers manage responses to issues as well as regular communications with customer accounts to help avoid production issues, prepare for system updates, and ensure customer satisfaction.  Strong collaboration is highly valued within the worldwide Customer and Cloud teams and with product development, QA, and professional services to resolve problems, optimize processes, and provide product feedback.  They will collaborate remotely with escalation support and other engineers at Guidewire Headquarters in San Mateo, California as well as engineers at other RSCs.  



We live by our core principles of integrity, rationality, and collegiality. Your first responsibility is always to adhere to these principles in everything that you do.

Senior Application Engineers are responsible for developing mastery of at least three functional or technical areas of the products they support, along with substantial competence in the remaining areas of these products. They will be motivated by new challenges and enjoy the exposure to a broad range of technologies. They provide mentorship to other application engineers in their areas of mastery and general assistance to their peers in all areas.  
Senior Application Engineers may be assigned responsibility for a large number of customer accounts, establishing regular communication and reporting on outstanding issues.  They work collaboratively with Application Engineers, Lead Application Engineers, and Management to prioritize workloads and customer assignments, analyze more complex problems, and deal with difficult customer situations.  Senior Application Engineers must be comfortable traveling to and visiting customer sites, presenting support related presentations, and interacting with customer staff at all levels. 
This role serves as the point person representing Guidewire Software to our customer.  The successful Senior Application Engineer is expected to work closely with our customers while making sure that our larger organization is kept abreast of product strengths and weaknesses.  The position requires a unique blend of technical expertise and customer facing skills.


Required Skills/experience:

  • BSc in Computer Science or equivalent from third-level or higher education institution
  • Successful 5-10 years of track record of implementing or supporting complex enterprise systems with integrations to different applications
  • Previous implementation experience in at least two full life-cycle implementations
  • Experience working in a development, analyst and / or application support role
  • Experience with and understanding of web/J2EE architecture
  • Advanced exposure to broad technical skills such as Object-Oriented programming (JAVA), relational databases (data modeling/SQL), web UI (design and development), XML, application architecture
  • Experience with web technology components such as Ant, MQSeries, Git, Maven
  • Experience in or knowledge of front-end web technologies (JavaScript and AngularJS) or similar
  • Experience with Application Servers such as Tomcat, Web Logic, Websphere, JBoss along with databases such as Oracle or SQL Server. Additional familiarity of Unix, Linux or Windows Server would be desired
  • Experience with heap dump/thread dump analysis. Familiarity with Javaprofiling tools would be desired
  • Experience working with customers and peers distributed widely over multiple countries, regions, and time zone 
  • Demonstrated ability to effectively manage client relationships and provide ongoing support for technical projects
  • Experience developing technical specifications and then implementing those specifications through a combination of custom programming and product configuration
  • Ability to work with services integration consultants to review technical designs and participate in code reviews
  • Software development lifecycle exposure (AGILE) preferred.
  • Gain proficiency in components of Guidewire InsurancePlatform, relevant technologies and diagnostic tools
  • Contribute to a team environment that will have both local and remote leadership
  • Ability to work independently but also collaborate effectively among the team members.
  • Fast learner that can think out of the box and come up with creative solutions, while multi-tasking and sharing knowledge/expertise among the team
  • Experience using a software defect tracking system such as JIRA
  • Strong oral and written communication skills with ability to provide presentations to customers and team members
  • Ability to adopt to Knowledge-Centered Service (KCS) methodology and other team processes


Desired Skills/Experience:

  • Knowledge of the insurance industry or prior implementation experience on an insurance related project
  • Knowledge of ESB integration software for connecting applications, data sources, and API’s such as Mulesoft or SSIS
  • Basic understanding of data-warehousing (DW) and BI Design best practices and techniques
  • Basic understanding of relational database theory and related project experience (i.e. data modeling, normalization, OLAP theory, etc.)
  • Experience working in a Knowledge Centered Service (KCS) methodology
  • Experience with a commercial customer incident tracking or CRM system

This role requires a high degree of independence, ownership and responsibility for customer success.  Senior Application engineers are expected to be highly available and resourceful at responding to and managing customer issues in a timely manner, under circumstances where access to internal expertise may be limited.  Therefore, the successful candidate must be skilled at developing and maintaining professional relationships with peers as well as colleagues in other departments and geographic locations. 


Why Guidewire?

Guidewire exists to deliver the industry platform that P&C insurers rely upon to adapt and succeed in a time of accelerating change—and to ensure that every customer succeeds in the journey. We provide the software, services, and partner ecosystem to enable our customers to run, differentiate, and grow their business. 

Guidewire InsurancePlatform is the P&C industry platform that unifies software, services, and partner ecosystem to power our customers’ business. InsurancePlatform provides the standard upon which insurers can engage their customers, optimize their operations, drive smart decisions, and innovate quickly. We are privileged to serve more than 350 P&C insurers in 32 countries. We invest heavily in R&D to build a technology platform that combines three elements—core processing, data and analytics, and digital engagement—to enhance insurers’ ability to engage and empower their customers and employees.

Guidewire Software Inc. provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. All offers are contingent upon passing a criminal history and other background checks where it’s applicable to the position.