Location: United States - Remote
Employment Type: Full-time
Team: Product Development Operations
Are you passionate about customer success? Do you have a drive to continuously learn and solve problems? Do you want to be part of a fast- growing team that provides the best customer service in the industry? If so, come join us at Guidewire!
At Guidewire, we make software that offers Property and Casualty (P&C) Insurance companies the tools to take care of their customers when they need it the most, whether that’s a time of crisis, a natural disaster, an accident, or exposure to cyber risks. We build the core applications that insurance companies use to sell and underwrite policies, settle claims, and bill their customers. We invest heavily in R&D to build a technology platform that combines three elements—core processing, data and analytics, and digital engagement—to enhance insurers’ ability to engage and empower their customers and employees. Application Engineers at Guidewire’s Regional Service Centers serve as second level contacts for customer issues with deploying and using Guidewire’s suite of products.
We are proud to be voted a “Top 3” employer on Glassdoor by our own employees and positioned as a market leader by industry experts like Gartner. We have a fun work environment and a culture that lives by our core values of integrity, rationality, and collegiality.
We are searching for people who are as passionate about working together to deliver quality products and support as we are. Join us and enjoy a career where you can make an impact. You will be inspired by those around you, and you will be trusted and empowered to go further.
Guidewire’s Customer Support team is part of the Cloud & Customer Operations organization, delivering 24x7 service to customers who are using Guidewire software both On-premise and in the Guidewire Cloud.
As an Application Engineer focused on Data Analytics, you will learn everything there is to know about Guidewire’s Data Analytics products, and you’ll communicate and share that knowledge with Guidewire’s internal and external customers.
Case Resolution
Research, thoroughly document, respond to and accurately resolve cases of moderate complexity, in a timely manner and in accordance with the Customer Support Team standards
Function as primary customer contact for all assigned support cases, meeting Guidewire’s contractual and internal goals for initial response and subsequent customer communication
Provide expert solutions to customer problems to ensure customer satisfaction
Escalate customer issues to Lead and/or Management as appropriate
Collaborate with development, operations, customer success and sales teams to ensure success with Guidewire products
Report and track software defects with the development team, following up with customers to resolve usage or functional issues
Responsible for specific customer on-boarding tasks; Establishing account and application access
Participate in after-hours and on-call support as needed
Coordinate network setup for regular transfer of customer data for use in the products
Knowledge Management
Develop and maintain deep knowledge of Guidewire’s Data products
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
Create knowledgebase articles and other informational documents for customers and colleague consumption
Plusses
#LI-Remote
About Guidewire
Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently.
Guidewire combines core, data, digital, analytics, and AI to deliver our platform as a cloud service. More than 400 insurers, including the largest and most complex in the world, run on Guidewire.
As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1000+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of add-ons that accelerate integration, localization, and innovation.
Guidewire Software, Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success. Qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.
Disability Accommodations and Guidewire’s Appeals Process. Guidewire provides accommodations to the hiring process to create a fair opportunity for candidates with disabilities to contend for open positions. Accommodation requests should be directed to (650) 356-4940 or Accommodations@guidewire.com. If things do not go as hoped, we invite you to use our appeals process. Guidewire promises to independently review any denied accommodation and any decision not to offer you the position. The appeals process is the same in either case. Within five business days of receiving a notice of denial of an accommodation, or receiving a notice of your non-selection for a vacancy, call (650) 356-4940 or e-mail Accommodations@guidewire.com to make an appeal. Guidewire will assign a new decision-maker to review the request and/or hiring decision, who will then notify you in writing of a decision within 10 business days.