Platform Support Engineer, Team Lead (German speaking)

Guidewire Software; Kraków; On-site; PLN 120,000 - 150,000; Full time

Job summary

Guidewire Software is seeking a proactive Cloud Platform Support Technical Lead Engineer in Kraków, Poland. The successful candidate will own complex case work and mentor teammates, ensuring high standards of customer support and operational excellence. Responsibilities include resolving high-complexity cases, mentoring junior engineers, and leading projects to improve customer outcomes.

Qualifications include 6 to 8 years of experience in technical support, proficiency in cloud infrastructure, and excellent communication skills in English and German.

Qualifications

• 6 to 8+ years experience in technical support or application/platform support roles.
• Strong proficiency in at least one relevant technical domain.
• Demonstrated ability to own complex customer issues end-to-end.
• Excellent written and verbal communication skills.
• Experience in a 24x7 support model.

Responsibilities

• Resolve high-complexity cases and maintain case quality.
• Mentor peers and junior engineers to build technical skills.
• Coordinate the team for processing incoming cases efficiently.
• Lead medium-sized projects and initiatives to improve service.

Skills

Technical support experience

Proficiency in Cloud infrastructure

Strong communication skills

Knowledge of ITIL practices

Mentoring or coaching experience

Fluency in English and German

Tools

AWS

Kubernetes

Scripting and automation tools

Job description

Summary

Guidewire is looking for a proactive and solution‑driven Cloud Platform Support. The GGS L1 Support Technical Lead Engineer is a self‑directed technical contributor who owns complex case work, mentors teammates, and leads medium‑sized initiatives that improve customer outcomes, tools, and processes. This role is a go‑to resource in one or more functional domains, setting a high bar for technical depth, communication quality, and operational excellence. L1 Leads model Guidewire’s customer‑first culture and drive continuous improvement across the team and region.

Job Description

Key Responsibilities

• Independently research, address, and promptly resolve high‑complexity cases in adherence to global standards, consistently meeting and exceeding objectives for Case Quality and Customer Satisfaction. Make independent decisions on these cases that balance customer impact, risk, and team standards.
• Escalate customer issues with clear context, impact summaries, and recommended next steps.
• Create and follow detailed runbooks to complete highly complex customer requests, proactively updating them as new information or corrections are needed.

Team Leadership, Mentoring, and Culture

• Demonstrate strong technical competence in Guidewire products and/or platform components; be a trusted point of contact for peers seeking guidance.
• Elevate team understanding of products, tooling, and best practices through day‑to‑day work and structured knowledge sharing. Mentor peers and junior engineers to build technical skills, judgment, and autonomy.
• Provide daily coordination and guidance to the team for processing incoming cases to ensure courteous, timely, high quality, and effective responses to customer issues.
• Perform case audits and provide coaching to improve customer communication and case hygiene. Conduct 1:1’s with team members as necessary.
• Participate in interviews and training of new hires.
• Lead medium‑sized projects and initiatives from scoping through delivery.
• Contribute to a positive, inclusive team culture, fostering psychological safety and collaboration across local and remote teams.
• Participate in GPR or GWCP release assessments, ensuring proposed solutions meet security, performance, and production standards.
• Partner with Delivery teams, TAMs, Tech Leads, Product, and other GGS groups to understand each customer’s business objectives, architecture, and integration needs.
• Define and maintain diagnostic playbooks/runbooks; drive knowledge articles and internal documentation after key incidents.
• Be the technical point of contact to Product/Engineering and other teams for escalations and recurring issues; partner with L2 on trends and improvements.

Required Qualifications

• 6 to 8+ years experience in technical support, SRE, DevOps, or application/platform support roles (enterprise SaaS or similar preferred).
• Strong proficiency in at least one relevant technical domain, such as Guidewire applications and integrations, Cloud infrastructure (e.g., AWS, Kubernetes, observability tooling), Databases, scripting, and automation frameworks.
• Demonstrated ability to own complex customer issues end‑to‑end, including troubleshooting, stakeholder communication, and post‑incident follow‑up. Proven experience mentoring or coaching peers and contributing to team‑wide enablement or documentation.
• Excellent written and verbal communication skills, including the ability to explain complex technical topics in clear, customer‑friendly language.
• Experience in a 24x7 or follow‑the‑sun support model.
• Familiarity with change management, incident management, and ITIL‑inspired practices.
• Background working in cross‑functional teams with Delivery, Product, and Customer Success/TAM organizations.
• Ability to read, write, and speak fluent English and German. Bonus points if also fluent in another language such as French, Spanish, or Japanese.

Core Qualities

• Customer‑first judgment: Chooses the path that best serves long‑term customer success while honoring Guidewire standards and risk thresholds. Ownership: Drives issues to closure; remains accountable and communicative until resolution and verification are complete.
• Clarity: Writes and speaks with precision; documents so others can act independently without additional clarification.
• Curiosity: Seeks root causes and systemic fixes, not just immediate workarounds. Reliability: Delivers on commitments; escalates early when risks threaten outcomes and follows through on agreed actions.

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.