Cloud Platform Support Engineer II (English /Japanese speaking)

Summary

The Role

Guidewire is looking for a proactive and solution-driven Cloud Platform Support Engineer to join our dynamic Platform Support team. This individual will primarily focus on addressing and resolving customer support cases concerning the entire Guidewire Cloud Platform. The Platform Support Engineer will work collaboratively within the Product Development and Operations (PDO) team, serving our customers in both Guidewire Cloud and on-premise environments.

This role requires a keen understanding of our platform, backed by the continuous learning provided by Guidewire Education, Product Development, and Cloud Engineering teams. The successful candidate will be part of the Product Development Operations (PDO) organization working in a hybrid environment that delivers 24x7 service to customers who are using our software in the Guidewire Cloud, including the customers in Japan.

Job Description

Essential Duties and Responsibilities

• Function as a primary contact to research, address, and promptly fulfill requests and resolve cases in adherence to team standards, thereby ensuring we meet and exceed customer satisfaction.

• Document and maintain technical articles, including troubleshooting guides, knowledge base articles, and runbooks, in order to meet objectives for customer request fulfillment and issue resolution.

• Resolve cases in adherence to team standards to meet and exceed customer satisfaction. Collaborate with cross-functional teams on complex issues involving system integration and custom configurations.

• Develop and maintain in-depth knowledge of our platform through company-sponsored training and experience. 

• Contribute to an environment that encourages information sharing, team-based resolution activity, cross-training, and an absolute focus on doing what is best for the customer.

• Develop and maintain strong relationships with customers and stakeholders, acting as a trusted advisor and technical point of contact.

• 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 AWS, Docker, Linux, and Kubernetes. Knowledge of Bash scripts is a plus.

• General familiarity with broad technical skills such as Object-Oriented Programming (Java, C#, or similar), relational databases (Oracle, PostgreSQL, MS SQL ), XML, and Cloud architecture.

• Proficiency in working with networking protocols and concepts, including TCP/IP, HTTP, DNS, and load balancing.

• Familiar with software development lifecycle. Experience supporting Java web applications running in a live production environment.

• Familiar with CI/CD concepts and principles; Jenkins or TeamCity experience is a plus

• 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.

• Read, write and speak English fluently. Proficiency in the Japanese language is a plus.

• Eligible and experienced working in Malaysia (citizen or PR only).

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.

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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.