Want to know if this job is worth applying to?
Curitiba, Paraná, Brasil
Onsite
Summary
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!Job Description
Own the end-to-end troubleshooting and resolution of incoming support cases for Guidewire applications, from initial triage through root cause analysis, workaround, and final fix coordination.
Investigate complex issues in customer cloud environments, including reviewing logs, configuration, integrations, and data, and collaborate with Product Development & Operations, Professional Services, and other experts when deeper changes are required.
Communicate clearly and regularly with customers, providing accurate status updates, explaining technical concepts in accessible language, and managing expectations while incidents are in progress.
Execute operational tasks to provision, rebuild, configure, and restore services in Guidewire Cloud environments, following established runbooks and quality, reliability, and security standards that support PDO’s operational excellence goals.
Create and maintain high-quality knowledge articles, runbooks, and troubleshooting guides that capture learnings from incidents and enable faster self-service resolution for customers and internal teams.
Monitor and manage incidents against contractual SLAs, ensuring timely escalation, cross-team coordination, and documentation that supports auditability and continuous service improvement.
Identify patterns and opportunities to reduce incident volume and resolution time, feeding insights back into product, platform, and process enhancements that support PDO’s priorities around reliability, AI and cloud adoption, and measurable customer value.
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.
Required
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.
Foundational experience in application or technical support, service operations, or software troubleshooting (this may include internships, academic projects, or equivalent practical experience).
Solid understanding of web applications and basic concepts such as HTTP, REST APIs, databases, and logs, with the ability to debug issues across multiple layers of a stack.
Familiarity with at least one scripting or programming language (for example: Java, Python, JavaScript, or similar) and a willingness to deepen your technical skills.
Strong analytical and problem-solving skills, with a structured approach to isolating issues and proposing pragmatic workarounds or solutions.
Clear written and verbal communication skills in English, with the ability to translate technical findings into customer-friendly explanations.
Growth mindset and curiosity to learn Guidewire products, the P&C insurance domain, and modern cloud technologies.
Reliable teamwork and collaboration skills, including openness to feedback, knowledge sharing, and working across global, cross-functional teams.
Preferred
Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related technical field, or equivalent practical experience.
Experience supporting SaaS or cloud-hosted applications (for example, working with AWS, Kubernetes, or similar environments).
Exposure to IT service management concepts (e.g., incident, problem, and change management) and working with ticketing tools.
Familiarity with observability or monitoring tools (logs, metrics, traces) and how they are used in incident investigation.
Experience creating technical documentation, FAQs, or knowledge base content for internal or external audiences.
We believe in clarity and setting you up for success. In your first months, you’ll complete a structured onboarding, learn how Guidewire’s cloud platform and core applications support P&C insurers, and shadow experienced engineers on real customer cases to build confidence in our tools, processes, and communication standards.
By six months, you’ll independently handle a portfolio of support cases, consistently meeting SLAs, contributing knowledge articles, and using AI-assisted diagnostics to shorten investigation and resolution times in line with PDO’s goals for operational excellence and GenAI adoption.
Your work will help ensure every customer is successful and referenceable, directly supporting Guidewire’s mission to transform the way insurers operate and enabling our product teams to focus on the next wave of AI-, cloud-, and data-driven innovation.
The people we employ give their all, and in return, we offer flexibility wherever we can, such as:
Flexible work environment
Health and wellness benefits
Paid time off programs including volunteer time off
Market-competitive pay and incentive programs
Continual development and internal career growth opportunities
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.
Guidewire is proud to be a disability inclusive employer. We are committed to providing individualized accommodations and support to candidates for any part of our hiring process. If you think you may need disability-related accommodations, please email EmployAbility at accommodations-gw@employ-ability.org.uk, our disability partner, or schedule a call with an EmployAbility expert (calendar booking slot) for a confidential conversation.