Application Support Engineer II

Guidewire Software; Curitiba; Híbrido; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading software provider is seeking a dedicated technical support professional in Curitiba. In this hybrid role, you will provide 24x7 support for clients, troubleshoot issues, and manage customer incidents. Ideal candidates will have a Bachelor's degree in Computer Science, over four years of experience in software support, and strong technical skills, including SQL and familiarity with CRM systems. Join us to enhance our customer satisfaction and actively contribute to service improvements.

Qualificações

• 4+ years of experience providing technical software support for a B2B software company.
• Familiarity with cloud applications and infrastructure.
• Strong understanding of relational databases such as Postgres and Oracle.

Responsabilidades

• Provide technical support to customers using Guidewire products.
• Troubleshoot and resolve incoming support cases and manage incidents.
• Communicate clear technical explanations to customers and other teams.

Conhecimentos

Technical troubleshooting

Customer empathy

Problem-solving

Creative thinking

SQL expertise

Formação académica

Bachelor’s Degree in Computer Science or related field

Ferramentas

Salesforce.com

JIRA

Descrição da oferta de emprego

Overview

Product Development and Operations / Full time / Hybrid

Guidewire provides software for Property and Casualty (P&C) Insurance companies to manage customer relationships and core operations. We build tools for selling and underwriting policies, settlements, billing, data management, digital portals, and predictive analytics. We serve hundreds of insurance providers worldwide and support a culture of integrity, rationality, and collegiality.

We are looking for people who are passionate about delivering quality products and support as part of the Guidewire Global Support organization, delivering 24x7 service for Guidewire Cloud and on-premise deployments. The Application Support team members learn Guidewire’s products and share knowledge with internal and external customers.

Responsibilities

• Provide technical support to Guidewire customers using Guidewire products.
• Develop and maintain deep expertise in Guidewire’s suite of products.
• Troubleshoot and resolve incoming support cases, identify root causes, provide workarounds or solutions, and collaborate with other teams on complex problems.
• Communicate with customers to provide timely and accurate updates, delivering clear technical explanations to both technical and non-technical audiences and managing expectations.
• Create and maintain knowledge articles related to resolution of customer-reported problems.
• Execute operational tasks to provision, rebuild, configure, and restore services for customer cloud environments as needed.
• Identify areas for service improvement and collaborate with other teams to implement changes.
• Manage and resolve incidents within contractual SLAs, coordinating with other teams and providing timely customer updates.
• Share technical knowledge with team members and contribute to training materials and processes.
• Support a culture of curiosity, innovation, and responsible use of AI to enhance productivity and outcomes.

Required Experience and Education

• Bachelor’s Degree in Computer Science or related field preferred.
• Familiarity with cloud applications and cloud infrastructure/services.
• 4+ years of experience providing technical software support for a B2B software company.
• Experience with a commercial customer incident tracking or CRM system such as Salesforce.com.
• Experience using a software defect tracking system such as JIRA.
• Advanced exposure to broad technical skills such as Java, XML, JSON, and 3-tier architecture.
• Ability to read, analyze and interpret diagnostic artifacts (heap/thread dumps, AWR reports, Datadog, etc.).
• Strong understanding of SQL and commercial relational databases (Postgres, Oracle, etc.).
• Demonstrated ability to embrace emerging technologies—especially AI—and apply data-driven insights to drive innovation and continuous improvement.

Personal Qualities

• Outstanding troubleshooting skills.
• Critical thinking and problem-solving aptitude.
• Sound business judgment in decision making.
• Creative and innovative problem solving.
• Strong work ethic and commitment to getting the job done.
• Follow-through and reliability in meeting commitments to customers and stakeholders.
• Customer empathy, sense of urgency, and commitment to customer satisfaction.
• Professional demeanor and high level of service in all customer interactions.

Other Requirements

• Read, write and speak English fluently.
• 24x7 support with rotating shifts, including occasional evenings and weekends for after-hours coverage.
• Possible travel less than 5% to other Guidewire offices for training and meetings.
• Guidewire’s platform supports 540+ insurers in 40 countries, combining digital, core, analytics, and AI as a cloud service.
• Equal opportunity and affirmative action employer. All offers contingent on background checks where applicable.