Application Support Engineer

Guidewire Software Solutions India Private Limited; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Guidewire is seeking a Java Application Support Engineer to join our global 24x7 support team. You will troubleshoot, diagnose, and resolve customer issues for Guidewire cloud and on-premise deployments.

You'll develop product expertise, communicate clearly with customers, and contribute to knowledge base articles while collaborating with cross-functional teams to drive service quality. Fluency in English is required.

Qualifications

• Bachelor’s degree in CS or related field.
• 2+ years’ customer-facing experience.
• Experience with B2B software.
• Cloud applications and infra familiarity.
• Salesforce.com experience.
• JIRA usage.
• Java, XML, JSON, 3-tier architecture.
• JavaScript/React frontend knowledge.
• Strong SQL with Postgres/Oracle.
• Fluent English.

Responsibilities

• Provide technical support to Guidewire customers.
• Develop and maintain deep product expertise.
• Troubleshoot and resolve support cases; identify root causes.
• Communicate status updates to customers.
• Create knowledge articles for resolution.
• Provision, rebuild, configure, and restore services.
• Identify service improvements with teams.
• Manage incidents within SLAs.
• Share knowledge and train teammates.

Skills

Java

SQL

XML/JSON

3-tier architecture

Frontend JS/React

English fluency

Education

Bachelor’s degree in Computer Science or related field

Tools

JIRA

Salesforce

Datadog

Job description

Java Application Support Engineer- I Summary Application Support Engineer The Role Are you passionate about customer success? Do you like digging into code, and have a drive to continuously learn and solve problems? Do you want to be part of a global team that provides the best customer service in the industry? If so, come join us at Guidewire! Guidewire’s Application Support team is part of the Guidewire Global Support organization, delivering 24x7 service to customers who are using Guidewire software both in the Guidewire Cloud and on-premise. We are searching for people who are as passionate about working together to deliver quality products and support as we are. As an Application Support Engineer you will learn everything there is to know about Guidewire’s products, and you will communicate and share that knowledge with Guidewire’s internal and external customers. Join us and enjoy a career where you can make an impact. You will be inspired by those around you, and you’ll be trusted and empowered to go further.

Job Description

What You’ll Do

• 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/solutions, and collaborate with other teams on complex problems.
• Communicate with customers to provide timely accurate updates on status of support requests, provide clear concise technical explanations to non-technical customers, and manage customer expectations.
• Create and maintain knowledge articles related to resolution of customer-reported problems with Guidewire products.
• Execute operational tasks to provision, rebuild, configure, and restore services for customer cloud environments as needed.
• Identify areas for service improvement, collaborate with other teams to implement changes that improve customer experience.
• Manage and resolve incidents within contractual SLAs, coordinate with other teams and stakeholders, and provide timely updates to customers.
• Share technical knowledge/expertise with other team members, contribute to development of team training materials and processes.

As part of a global team, we provide 24x7 support using a Follow-the-Sun model across our three regions (APAC, EMEA and AMER). You will enjoy local daytime working hours Monday-Friday while participating in occasional weekend shifts on a rotating basis to cover production emergencies.

At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI—empowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes.

What We Are Looking For

• Bachelor’s Degree in Computer Science or related field.
• 2+ years ’ experience working directly with the customers or key internal partners.
• Experience in support for a B2B software company is an added advantage.
• Familiarity with cloud applications and cloud infrastructure/services.
• 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, 3-tier application architecture.
• Knowledge of front-end web technologies (JavaScript/ReactJS or similar).
• 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.).
• Read, write and speak English fluently.

What You’ll Bring

• Sound troubleshooting skills.
• Ability to think critically and display an aptitude for problem solving.
• Display a strong work ethic and do whatever it takes to get the job done.
• Sound communication skills and ability to explain complex technical concepts to a varied audience.
• Demonstrate strong follow-through and consistently keep commitments to customers and employees.
• Understand customer empathy, sense of urgency and commit to customer satisfaction.
• Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service.

About Guidewire

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540+ insurers in 40 countries, from new ventures to 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 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.

For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.

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.

Experience Level Mid Level