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Mid-tier global brand, metro location, and an experienced generalist role yield moderate applicant density.
Strong enterprise Java and cloud operations focus makes industry transitions moderately sensitive but transferable across software firms.
Explicit 8+ years, mandatory Java/support experience, and specific observability tooling make screening stringent.
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Provide technical support and troubleshoot complex issues for Guidewire software customers, ensuring incident resolution within SLAs.
Manage customer communications and expectations by delivering timely, clear updates and technical explanations.
Maintain deep expertise in Guidewire products and contribute to knowledge base articles and operational improvements in a 24x7 global support environment.
Bachelor’s Degree in Computer Science or related field required.
Minimum 8 years experience in enterprise application software support using Java in a B2B software context.
Strong proficiency in Java, Spring Boot, microservices, enterprise integration protocols (RESTful APIs, SOAP), and troubleshooting tools like Datadog, Dynatrace, AppDynamics.
Experience with relational databases (Postgres, Oracle, SQL Server) and support in production environments with high severity issues.
Experienced in independently resolving complex production issues and proactive in identifying service improvements.
Able to communicate complex technical information clearly to technical and non-technical customers.
Skilled in mentoring junior engineers and collaborating effectively with cross-functional teams in a global, 24x7 operational model.