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Job Description
Structured overview of role & requirementsAbout This Role
Provide 24x7 technical support for Guidewire software products, including troubleshooting, root cause analysis, and resolution of customer issues.
Communicate effectively with customers, including Japanese clients, delivering timely updates and technical explanations while managing expectations.
Maintain knowledge articles, perform operational tasks on customer cloud environments, and contribute to service improvement initiatives within SLA commitments.
Minimum Requirements
Bachelor’s Degree in Computer Science or related field required.
Minimum 2 years experience in customer-facing roles or internal partner support; experience at a B2B software company is an advantage.
Proficiency in Java, Spring Boot, microservices architecture, SQL, and enterprise integration protocols (RESTful APIs, SOAP).
Fluent in English and Japanese (reading, writing, and speaking); JLPT N1 or N2 certification preferred.
Ideal Candidate Profile
Experienced in customer-facing technical roles supporting enterprise software products with strong troubleshooting and problem-solving skills.
Comfortable working in a global, follow-the-sun 24x7 support model with occasional weekend shifts.
Able to clearly communicate complex technical issues to diverse audiences, including Japanese clients, with strong client empathy and commitment to customer satisfaction.