Customer Support Analyst (L2 Production Support) - Sao Paulo, Brazil

Cloud and Customer Success Sao Paulo, Brazil


We are Guidewire Software, and we're perhaps the best company to work for that you've never heard of. 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 serve the second-largest financial services industry in the world (after banking), worth $2 trillion USD.  We build the core applications that companies use to sell insurance policies, settle claims, and bill their customers.  We also have a portfolio of products serving the innovative needs of our customers in areas such as data management, digital online portals, and predictive analytics.  We serve customers all over the world, helping them handle billions of dollars of business.  This is a lucrative and underserved market, and we have grown rapidly through a combination of quality products, excellent service, innovative technology, and a passionate belief in our core values of rationality, collegiality & integrity.


The applications we build are large and extraordinarily complex, and they have to work reliably.  More importantly, they have to be able to be implemented in a strategic and timely manner, and of course in a way that keeps them flexible yet maintainable.  The Customer Support team was created within the Guidewire Customer and Cloud Operations organization to be the first responders of production issues and requests of our various applications. Incidents can come in from a variety of sources, customer intake systems or application monitoring tools for example. It is the mission of Customer Support to develop and execute standard diagnostic processes that can keep a production system up and running consistently to customer satisfaction. So, we're looking for thoughtful, creative, and highly-skilled production support analysts who thrive on dynamic requests, who can quickly assess an issue and determine remediation or resolution steps, and support application teams on executing on those steps. We particularly value clear and logical thinking, good communication skills, a focus on quality, and the ability to work well as part of a team. 


The Role:


Guidewire’s Customer Support Team provides primary response for all our production customers with a focus on our cloud-hosted customers. You will work as part of a team that will be responsible for the maintenance and ongoing improvement of customers’ mission-critical Guidewire systems. Support Analysts serve as first line of contact for troubleshooting, diagnosis, and escalation of customer issues and requests. They perform detailed analysis on customer issues to determine causes and appropriate solutions. Analysts will be expected to collaborate closely with various functional teams throughout the organization, routing issues to appropriate teams for further support.


Each Analyst is responsible for developing proficiency in several functional or technical areas of the products they support, along with competence in the remaining areas of these products. They are comfortable using and learning a variety of development and diagnostic tools to aid customers in resolving these issues and monitoring overall availability of systems. They must be comfortable communicating both in person and remotely with customers and team members located across the globe.


This role serves as the point person representing Guidewire Software to our customer.  The position requires a unique blend of technical expertise and customer facing skills, an ability to work and triage customer requests independently while also collaborating closely with various internal groups to get the issue to resolution.




  • 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.
  • Ability to work in Sao Paulo full time. There is potential for occasional travel internationally, specifically to our other office locations for team building events.
  • Gain proficiency in InsuranceSuite software and relevant diagnostic tools. Future responsibilities may include gaining knowledge of Guidewire’s other offerings to support multiple base products.
  • Contribute to a team environment that will have both local and remote leadership
  • A large aspect of the position involve commitment to customer SLA’s. While the Response Analyst will work during normal business hours, high priority work outside of established business hours may be necessary (i.e., to help with urgent customer issues). We are open to flexible work shifts outside of a standard 9AM-6PM working hours.
  • Document and maintain all steps and processes for common support tasks and deployments
  • Execute runbook procedures and recipes to triage cases for disposition (ex. Customer reports system slowness, customer reports missing data files, etc.)


Desired Skills/Experience:

  • Strong communication and interpersonal skills (mandatory)
  • Demonstrated problem solving skills (mandatory)
  • Experience with a commercial customer incident tracking or CRM system
  • Experience using a software defect tracking system such as JIRA
  • Ability to prioritize work effort based on a dynamic work environment
  • Experience working with leading cloud platform Infrastructure as a Service (IaaS) providers such as AWS or Microsoft Azure
  • 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 in or knowledge of front end web technologies (JavaScript and AngularJS) or similar



  • Relevant work experience in a customer-facing support or services role within a technology-oriented company
  • Preferred Bachelors in Computer Science or equivalent from higher education institution
  • Exposure to broad technical skills such as Object Oriented programming (JAVA , C#, or similar), relational databases (data modeling/SQL), web UI (design and development), XML, application architecture
  • Detail oriented
  • Ability to work independently and within a team
  • Proficiency in English


Why Guidewire?

As a team, our mission is to provide distinguished consulting and support services to prospects, partners, and customers which result in 100 percent reference-able customers which guides us in all that we do.


Guidewire has pursued one mission from its founding as a company in 2001: to be the pre-eminent provider of next-generation core systems — policy, claims, and billing — to the global property-casualty insurance industry.  All of our employees understand that we serve only one industry and strive to solve one problem: to enable insurance carriers to migrate completely from legacy systems to a modern core system platform.  We have recruited extensively among experts in the industry to ensure that we learn from veterans of insurance system design and implementation.  Today, insurance experience is pervasive throughout the Guidewire organization, especially in our Product Management and Implementation Services groups. The company is headquartered in Foster City, California, US with offices in London, Dublin, Paris, Munich, Sydney, Toronto, Tokyo, Hong Kong, and operations in Poland and mainland China.  Guidewire is owned by its employees and is publicly traded on the NYSE under the call sign GWRE.

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.