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Job Description
Structured overview of role & requirementsAbout This Role
Own and resolve technical support tickets for Duck Creek applications, maintaining high-quality closure rates and timely communication.
Investigate, troubleshoot and document application issues including SQL Server, Azure services, IIS, SSO/SAML, APIs, and more, collaborating with development and infrastructure teams for escalation and long-term solutions.
Contribute to process improvements by updating documentation, reducing ticket backlog, and supporting knowledge base development.
Minimum Requirements
Bachelor’s degree in Information Technology, Computer Science, or related field.
2-5 years of experience in application support, IT operations, or similar technical support roles.
Strong technical skills in SQL Server (including advanced T-SQL, replication), Azure Portal and services, IIS, SSO/SAML authentication, REST APIs, and PowerShell scripting.
Ability to work onsite or hybrid in designated location as per company policy (location alignment explicitly mentioned).
Ideal Candidate Profile
Experienced in supporting enterprise SaaS applications with a focus on incident and problem resolution in technical environments.
Comfortable handling broad technical troubleshooting including databases, cloud infrastructure, security (SSO), and application platforms, indicating mid-level technical proficiency.
Operates independently with ownership of task completion but collaborates effectively with internal teams and escalation points for complex issues.