Malaysia - Kuala Lumpur, Malaysia
Hybrid
Summary
The RoleJob Description
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.
Share your technical knowledge and expertise with other team members, and contribute to the development of team training materials and processes.
As part of a global team, we provide 24x7 support using a Follow-the-Sun model across our three regions (APAC, EMEA and AMER). You will enjoy local daytime working hours Monday-Friday while participating in occasional weekend shifts on a rotating basis to cover production emergencies.
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 Skills and Experience
Bachelor’s Degree in Computer Science or related field.
2+ years’ experience working directly with the customers or key internal partners. Experience in support for a B2B software company is an added advantage.
Familiarity with cloud applications and cloud infrastructure/services
Experience with a commercial customer incident tracking or CRM system such as Salesforce.com
Experience using a software defect tracking system such as JIRA
Advanced exposure to broad technical skills such as Java, XML, JSON, 3-tier application architecture
Knowledge of front-end web technologies (JavaScript/ReactJS or similar)
Ability to read, analyze and interpret diagnostic artifacts (heap/thread dumps, AWR reports, Datadog, etc.)
Strong understanding of SQL and commercial relational databases (Postgres, Oracle, etc.)
Read, write and speak English fluently; Ability to speak Japanese with JLPT certification is a plus.
Eligible and experienced working in Malaysia.
Personal Qualities and Core Skills
Sound troubleshooting skills. Ability to think critically and display an aptitude for problem solving.
Display a strong work ethic and do whatever it takes to get the job done.
Sound communication skills and ability to explain complex technical concepts to a varied audience.
Demonstrate strong follow-through and consistently keep commitments to customers and employees.
Understand customer empathy, sense of urgency and commit to customer satisfaction.
Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service.
Demonstrated ability to embrace AI and apply it to your role as well as use data-driven insights to drive innovation, productivity, and continuous improvement.
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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.