Application Support Engineer jobs in Dublin, County Dublin

Job Description

Are you passionate about customer success? Do you like digging into code, and have a drive to continuously learn and solve problems? Do you want to be part of a global team that provides the best customer service in the industry? If so, come join us at Guidewire!

At Guidewire, we make software that offers Property and Casualty (P&C) Insurance companies the tools to take care of their customers when they need it the most, whether that’s a time of crisis, a natural disaster, an accident, or exposure to cyber risks. We build the core applications that insurance companies use to sell and underwrite policies, settle claims, and bill their customers. We also have a portfolio of innovative products serving the needs of P&C insurance companies in areas such as data management, digital online portals, and predictive analytics. We serve hundreds of insurance providers all over the world, helping them handle billions of dollars of business.

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 have a fun work environment and a culture that lives by our core values of integrity, rationality, and collegiality.

ESSENTIAL DUTIES AND RESPONSIBILITIES

A Guidewire Application Support Engineer is primarily responsible for providing technical support to Guidewire customers using Guidewire products.

• Develop and maintain deep expertise in Guidewire’s suite of products
• Troubleshooting and resolution of incoming support cases. This includes identifying root causes of issues, providing workarounds or solutions, and collaborating with other teams to resolve complex problems.
• Communicate with customers and ensure that they receive timely and accurate updates on the status of their support requests. This includes providing clear and concise technical explanations to non-technical customers, and managing customer expectations.
• Create and maintain knowledge articles related to the resolution of customer-reported problems with Guidewire products.
• Execute operational tasks to provision, rebuild, configure, and restore services for customer cloud environments as needed.
• Identify areas for service improvement, and collaborate with other teams to implement changes that improve the customer experience.
• Manage and resolve incidents within contractual service level agreements (SLAs). This includes coordination with other teams and stakeholders, and providing timely updates to customers.
• your technical knowledge and expertise with other team members, and contribute to the development of team training materials and processes.
• Prioritizing and escalating customer issues appropriately

REQUIRED SKILLS AND EXPERIENCE

Education and Work Experience:

• Bachelor’s Degree in Computer Science or related field.
• 3+ years of work experience providing enterprise application software support in Java for a B2B software company.
• Research, diagnose, troubleshoot and identify potential solutions for how to resolve an issue.
• Ability to read the stack traces and review the application code.
• Exposure to broad technical skills such as Java development, web UI (design and development), XML, application architecture
• Strong understanding of relational databases and SQL
• Experience in documenting technical solutions (preferably in the form of knowledge base articles)

Personal Qualities:

• Outstanding troubleshooting skills; ability to think critically and display an aptitude for problem solving
• Employ sound business judgment when making business decisions
• Use creative and innovative ways to solve problems
• Display a strong work ethic and do whatever it takes to get the job done
• Demonstrate strong follow-through and consistently keep commitments to customers and employees
• Display an understanding of the customer’s needs and a strong commitment to customer satisfaction
Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service
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Other Requirements

• Ability to read, write, and speak fluent English
• 5 Days work week, including Saturday & Sunday coverage
• You will be part of a team that works together at one of our company offices listed above
• We provide 24x7 support to our customers, so some on-call for after-hours production emergencies is expected

Interested in this position?