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Metro location, mid-level generalist support role, and broad skill requirements increase applicant density.
Technical support skills (Java, SQL, cloud) are transferable but product-specific expertise raises moderate sensitivity.
Explicit 2+ years, customer-facing support experience and specific technical skills create moderate filtering.
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Provide technical support and troubleshooting for Guidewire software products used by customers, including root cause analysis and resolution.
Manage customer communications and ensure timely updates, maintaining service level agreements (SLAs) for incident resolution.
Perform operational tasks for provisioning and restoring customer cloud environments, contribute to knowledge base and service improvement initiatives.
Bachelor’s Degree in Computer Science or related field.
At least 2 years of experience working directly with customers or key internal partners; experience in B2B software support is advantageous.
Experience with Java, XML, JSON, 3-tier application architecture, and front-end technologies like JavaScript/ReactJS or similar.
Familiarity with cloud applications and infrastructure; experience using Salesforce, JIRA; strong SQL and relational databases knowledge (Postgres, Oracle).
Experienced in handling technical support for complex software products in a customer-facing role within a B2B environment.
Comfortable working within a global, follow-the-sun support model including occasional weekend shifts for production emergencies.
Strong analytical and troubleshooting skills with ability to communicate technical details effectively to non-technical audiences.