Associate Manager Application Support

Duck Creek Payments; Boston (MA); On-site; USD 98,000 - 139,000; Full time

Benefits offered by this job

Flexible work environment

Medical, dental, vision, life, and dis

401(k) retirement plan with match

Job summary

Duck Creek Technologies is seeking an Associate Manager of Application Support to lead advanced technical support and oversee resolution of complex incidents. You will monitor performance, ensure uptime, and coordinate with cross-functional teams to keep Duck Creek applications stable and available.

The role requires 3+ years in application support, IT operations, or troubleshooting, with strong ITIL knowledge and communication skills. Boston and other U.S.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 3+ years in application support, IT operations, or technical troubleshooting.
• Experience with ITIL or similar service-management frameworks preferred.

Responsibilities

• Provide advanced technical support for Duck Creek applications and resolve complex incidents.
• Monitor application performance and system health to ensure uptime.
• Lead root-cause analysis for critical incidents and document findings.
• Coordinate updates, patches, and releases with minimal business disruption.
• Develop and maintain technical documentation and runbooks.
• Collaborate with product, infrastructure, and QA teams to resolve issues.

Skills

Troubleshooting

Incident management

Documentation

Communication

Monitoring tools

IT environments

Collaboration

Agile/DevOps understanding

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

App performance monitoring (APM) tools

Job description

**TITLE: Associate Manager Application Support****WHAT YOU’LL DO:**The Application Support Associate Manager is responsible for providing advanced technical support and overseeing the resolution of complex incidents related to Duck Creek Technologies’ software applications. This Associate Manager-level role operates above a Senior Analyst but below a Manager, focusing on monitoring application performance, ensuring uptime, and coordinating with internal teams to troubleshoot and resolve technical issues. This role plays a vital part in maintaining seamless application functionality across the business.**Job Functions & Responsibilities:*** Provide advanced technical support for Duck Creek applications, troubleshooting incidents and resolving complex technical issues.* Monitor application performance and system health to ensure continuous availability and identify potential disruptions before they impact business operations.* Collaborate with development, infrastructure, and QA teams to resolve escalated technical issues.* Lead root cause analysis for critical incidents, documenting findings and implementing solutions to prevent future issues.* Coordinate application updates, patches, and releases, ensuring successful deployment with minimal disruption.* Maintain incident logs, reports, and documentation on resolution steps to build a knowledge base.* Analyze and assess support requests to identify trends and recurring issues, recommending improvements to support processes.* Utilize performance monitoring tools to track application uptime and performance, implementing necessary changes to enhance stability.* Ensure adherence to SLAs by tracking and managing response times, resolution timelines, and incident handling.* Support cross-functional teams during application testing phases, providing insights on potential issues and operational impact.* Develop and maintain detailed technical documentation and operational support guides.* Stay current with the latest updates and functionalities within Duck Creek applications to provide effective support. **WHAT YOU’VE DONE:**REQUIRED:* Bachelor’s degree in Information Technology, Computer Science, or a related field.* 3+ years of experience in application support, IT operations, or technical troubleshooting roles.PREFERRED:* Experience with Duck Creek Technologies products or similar enterprise software solutions.* Knowledge of IT service management frameworks, such as ITIL.* Experience in the insurance technology sector or other related industries.**Knowledge, Skills, Abilities & Behaviors:*** Strong troubleshooting skills, with an ability to resolve complex technical issues efficiently.* Knowledge of incident and problem management practices.* Proficiency in using application performance monitoring tools.* Strong understanding of IT environments, including networking, infrastructure, and cloud technologies.* Ability to communicate effectively with technical and non-technical teams to resolve application issues.* Strong documentation and report-writing skills for recording incidents and resolutions.* Ability to handle multiple tasks and priorities in a fast-paced environment.* Familiarity with enterprise software release cycles and deployment processes.* Understanding of Agile and DevOps methodologies as they relate to application support.* Customer service mindset, with a commitment to resolving issues promptly and efficiently.* Ability to escalate issues appropriately while ensuring proper resolution paths are followed.* Strong organizational skills, with attention to detail in tracking incidents and following through on resolutions.* Ability to collaborate effectively across departments, including product, infrastructure, and QA teams.* Adaptability to new technologies and ability to stay updated on system changes and improvements.* Analytical mindset, with an ability to assess incident trends and recommend long-term solutions.**Work Environment & Other Requirements:*** Travel: 10%* Work Authorization: Must be legally authorized to work in the country of the job location* **Work Location: Boston, MA OR Columbia, SC OR Bolivar, MO** **WHAT WE STAND FOR:**Our global company celebrates & leverages the differences each employee brings to the table. Our success is a direct result of an inclusive culture where opportunities to learn from one another occur regardless of title, seniority, or background. This collaborative and team-oriented approach is at the core of how we operate and continuously improve our products, services, and systems. As such, Duck Creek is committed to providing equal opportunity to all employees and applicants – to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, gender, religion, sexual orientation, age, national origin, disability, marital, military, or any other protected status.We strive to be an example to the world of inclusion, diversity, and equity in all things – where employees are free to be their authentic selves in the workplace and in the communities in which we live. We believe in leading by example and are proud of the diversity of our team and our shared commitment to our Core Values: We Prioritize Respect; We Listen; We Care; We Add Value; and We Lead.To learn more about our inclusive company culture, values, DE&I initiatives, and people, please visit: https://www.duckcreek.com/life-at-duck-creek/.Please let us know if you encounter accessibility barriers with our web content by sending an email to [e-mail].**Privacy Notice:** By submitting your application, you acknowledge that Duck Creek Technologies may collect and process your personal data for recruitment purposes in accordance with our Privacy Notice and applicable data protection laws.**Duck Creek Technologies does not accept, nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes.**Actual compensation for this role is determined based on a variety of factors, including job-related skills, experience, qualifications, internal equity, and geographic location, where permitted by law.For reference, the expected salary range for this position is generally positioned as follows based on candidate location:* 97,500 – 139,300: Candidates living in the Boston, New York City–Newark, Los Angeles, San Francisco/Bay Area, Seattle, or Washington, DC metropolitan areas* 93,000 – 132,800: Candidates living in Chicago, Dallas–Fort Worth, Houston, Minneapolis, or Philadelphia metropolitan areas, or in Colorado, Connecticut, Maryland, Rhode Island, or Vermont* 88,300 – 126,000: Candidates living in Georgia, Michigan, North Carolina, New Hampshire, Oregon, or Wisconsin* 78,200 – 122,300: For all other U.S. locationsThis position is also eligible for annual bonus compensation, subject to plan terms and individual eligibility.Final compensation will be determined based on the factors outlined above and in accordance with applicable law.Duck Creek Technologies believes in the safe, ethical, and responsible use of artificial intelligence. We may use AI-assisted tools to support parts of the recruitment process, such as reviewing applications, identifying relevant skills, and organizing candidate information.AI tools are used to assist—not replace—human judgment. All AI-assisted outputs are reviewed by a Duck Creek team member, and final hiring decisions are always made by people. Candidates should be comfortable working in environments where AI is used responsibly to enhance business processes.Duck Creek Technologies offers a comprehensive benefits package, which includes:* Flexible work environment* Medical, dental, vision, life, and disability insurance* 401(k) retirement plan with match (6% employer match up to $12,000 annually)* Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)* Paid holidays, vacation, and volunteer time* Employee Assistance Program (EAP)Benefits eligibility and offerings may vary based on role and location.The application window for this position will remain open until the role is filled or a sufficient number of qualified candidates have been identified.