Global Cloud Platform Support Engineer (24x7)

Guidewire Software; Kuala Lumpur; Hybrid; MYR 89,000 - 156,000; Full time

Job summary

Guidewire is seeking a proactive Cloud Platform Support Engineer to join the PDO Platform Support team. You will address and resolve customer cases across Guidewire Cloud and on-premise environments, while building deep platform knowledge through training and collaboration with product development, cloud engineering, and operations.

As part of a global 24x7 team employing a Follow-the-Sun model, you will communicate clearly with customers, document runbooks, and contribute to continuous

Qualifications

• Bachelor’s Degree in Computer Science or related field.
• 2+ years’ experience working directly with customers or internal partners in a B2B software environment.
• Experience with AWS, Docker, Linux, and Kubernetes; Bash scripting is a plus.
• Knowledge of OO programming (Java/C# or similar), databases (Oracle, PostgreSQL, MS SQL), XML, and cloud architecture.
• Proficiency with networking protocols (TCP/IP) and load balancing.
• Experience supporting Java web applications in live production and familiarity with CI/CD (Jenkins or TeamCity a bonus).
• Fluent English; Japanese language skills are a plus.
• Eligible to work in Malaysia (citizen or PR).

Responsibilities

• Research, address, and fulfill customer requests, resolving cases to meet SLAs.
• Document and maintain technical articles, guides, and runbooks.
• Collaborate with cross-functional teams on complex system integration issues.
• Develop platform knowledge through training and hands-on experience.
• Build relationships with customers as a technical point of contact.
• Provide 24x7 support in a global follow-the-sun model across APAC, EMEA, AMER with rotating shifts.

Skills

AWS

Docker

Linux

Kubernetes

Bash scripting

Java

C#

SQL

XML

Networking (TCP/IP)

CI/CD concepts

Jenkins

TeamCity

English fluency

Japanese language

Education

Bachelor’s Degree in Computer Science or related field

Tools

Jenkins

TeamCity

Job description

Guidewire is seeking a proactive Cloud Platform Support Engineer to join the PDO Platform Support team. You will address and resolve customer cases across Guidewire Cloud and on-premise environments, while building deep platform knowledge through training and collaboration with product development, cloud engineering, and operations.

As part of a global 24x7 team employing a Follow-the-Sun model, you will communicate clearly with customers, document runbooks, and contribute to continuous