Data Management Support Engineer
As an Application Engineer passionate about Data Management, you will learn everything there is to know about Guidewire’s Data Hub and Info Center products, and you’ll communicate and share that knowledge with Guidewire’s internal and external customers.
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.
We’re 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'll be inspired by those around you, and you'll be trusted and empowered to go further.
Essential duties & Responsibilities
- 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 the Support Manager as appropriate
- Collaborate with development, operations, customer success and sales teams to ensure success with Guidewire products
- Report and supervise software defects with the development team, following up with customers to resolve usage or functional issues
- Responsible for specific customer onboarding tasks; Establishing account and application access
- Coordinate network setup for regular transfer of customer data for use in the 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
- Build knowledge base articles and other informational documents to be shared with customers and teammates
- Bachelor’s Degree in Computer Science, technical, engineering, or data analytics related field
- 2-3 years’ experience supporting end users of SaaS products
- Strong knowledge of relational database theory, data mapping, data modeling
- Knowledge of data-warehousing, Data Marts (including star and snowflake schemas) and BI
- 3+ years of experience in database administration (Oracle or Microsoft SQL Server)
- Fluency in SQL scripting (TSQL and/or PL/SQL), including query optimization
- Experience working with Cognos for report design and maintenance
- Experience with ETL tools such as SAP Business Objects, Informatica, SSIS
- Experience with case management/ticketing systems such as Salesforce.com or Service Now
- Familiarity with Java and XML
- Experience working with customer relationship management systems (e.g., Salesforce) and/or software defect tracking systems (e.g., Jira)
- Experience with Amazon Web Services (AWS)(Bonus)
Personal Qualities
- Outstanding troubleshooting skills; ability to think critically and display an aptitude for problem-solving
- Employ sound business judgement when making business decisions
- Use creative and innovative ways to tackle problems
- Display a good work ethic and go above and beyond to get the job done
- Demonstrate strong follow-through and consistently keep commitments to customers and employees
- Display an understanding of the customer’s needs and a strong commitment to customer satisfaction
- Ensure that each and every customer is handled with a consummately professional demeanour and the highest possible level of service
- Demonstrable ability to work closely with others in a technical project environment
