Cloud Platform Support Engineer

Guidewire Software is seeking a Cloud Platform Support Engineer to join our Platform Support Engineering team to own and tackle incoming customer support cases covering the entire Guidewire Cloud Platform.
As a Platform Support Engineer, you will develop deep expertise in the Guidewire cloud and provide triage and troubleshooting support using our knowledge base and continuous learning to restore the affected production system. 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.

Function as the main point of contact to research, respond to, and accurately resolve cases in a timely manner and in accordance with team standards to ensure customer happiness!
Write thorough and detailed case documentation to meet objectives for Case Quality and Customer Satisfaction scores
Collaborate with cross-functional teams on complex issues involving system integration and custom configurations
Develop and maintain, a deep 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
Bachelor’s Degree in Computer Science (or a related STEM field), or related experience
Familiarity with AWS, Docker, Linux, and Kubernetes. Knowledge of Bash scripts is a plus.
Familiarity with the software development lifecycle
2+ years’ experience working directly with customers or key internal partners; preference for support for a B2B software company
Outstanding troubleshooting skills; ability to think critically and display an aptitude for problem-solving
Experience solving problem software code and reporting progress; preference for experience with a commercial customer incident tracking or CRM like Salesforce.com
Experience using a software defect tracking system such as JIRA preferred
General Familiarity with broad technical skills such as Object-Oriented Programming (Java, C#, or similar), relational databases, XML, and cloud architecture.
Skills to read and interpret application server log files
Good communication and presentation skills
Read, write, and speak fluent English. Score bonus points if you can also have skills in another language such as French or German
Familiarity with CI/CD concepts and principles; Jenkins or TeamCity experience a plus
We provide 24x7 support and while the majority of our shifts are Monday through Friday during daytime hours, we rotate shifts monthly so there will be some evening and weekend shifts included in order to cover after-hours production emergencies