Customer Success Engineer (Upgrades)

Duck Creek Payments; Columbia (SC); Hybrid; USD 120,000 - 170,000; Full time

Job summary

Duck Creek Technologies LLC is seeking a Customer Success Engineer (Upgrades) at our Columbia, SC office. The role is hybrid, combining home and office work within commuting distance of 1441 Main Street, Suite 400, Columbia, SC 29201.

The candidate will lead technical status updates with senior customers, coordinate with Enterprise Architecture, SaaS Operations, and Product teams, and drive successful integration configurations while maintaining engineering standards. Travel is not required.

Qualifications

• Bachelor’s degree in Computer Science, Computer Applications, Information Technology, Software Engineering or Computer Engineering.
• 10 years of progressively responsible post-baccalaureate experience in the job offered in a related solution architecture position.
• 8 years in implementing P&C insurance software and acting as a technical or solution architect.
• 8 years with XML, XSD, XSLT, Webservices, C#, .NET Framework and .NET Core, MVC, Entity Framework, SQL, Visual Studio, AngularJS, JavaScript, PowerShell.
• 6 years with DevOps, CI/CD, and release management on Octopus/Jenkins.

Responsibilities

• Act as liaison to senior customer and internal stakeholder leadership, leading technical status updates and supporting customer escalations.
• Collaborate to ensure integration patterns, platform configuration, and technical standards are implemented by Duck Creek and partner teams.
• Drive collaboration to support solution success and improve operational efficiency through automation and engineering standards.

Education

Bachelor’s degree in Computer Science, Computer Applications, Information Technology, Software Engineering or Computer Engineering

Tools

XML

XSD

XSLT

Webservices

C#

.NET Framework

MVC

SQL

AngularJS

JavaScript

Job description

JOB DESCRIPTION: Duck Creek Technologies LLC has multiple openings for the position of Customer Success Engineer (Upgrades) based out of our office at 1441 Main Street, Suite 400, Columbia, SC 29201. Note, this is a hybrid position whereby the employee will work both from home and from the aforementioned office address. Hence, the employee must live within a reasonable commuting distance of this address.

Primary Job Functions/Responsibilities

• Act as a liaison to senior customer and internal stakeholder leadership, leading technical status updates and supporting customer and internal technical escalations for assigned customers.
• Cross Duck Creek collaboration to ensure integration patterns, platform configuration requirements, and technical standards defined by Enterprise Architecture, SaaS Operations, and Product teams are implemented successfully by Duck Creek and Partner implementation organizations, with oversight from the customer assigned CSE.
• Drive collaboration with other Duck Creek and SI Sr. Managers to support overall solution success and improve operational efficiency through automation and the maturing of engineering standards, technical processes, and tools that enable Customer Success and revenue objectives.
• Drive a culture of accountability and engineering focused customer centricity set by CSE leaders to meet Duck Creek and customer technical and business objectives and goals.
• Support customer and SI development and maintenance of Project Technical Solution Architecture documents that define the agreed solution architecture for a project, including scope, interface and API design, impacted components, integration dependencies, technical risks, performance considerations, and necessary trade offs, including opportunities for reuse.
• Manage environment dependencies with other OnDemand and cloud operations teams to ensure that required environments, integrations, and infrastructure components are delivered and maintained in a timely and performant manner through proper environment provisioning, configuration, and integration readiness.
• Interface directly with SI technical teams and client engineering resources to provide architectural guidance, support technical troubleshooting, and ensure adherence to Duck Creek technical standards, integration methodologies, and cloud operating practices.
• This position does not require travel.

Minimum Requirements

• The position requires a bachelor's degree in Computer Science, Computer Applications, Information Technology, Software Engineering or Computer Engineering.
• The position requires 10 years of progressively-responsible, post-baccalaureate experience in the job offered, as an Application Specialist/Lead, Developer, in a related solution architecture position.
• 10 years: Implementing software applications and/or conducting architecting activities.
• 8 years: Implementing P&C insurance software and acting as a technical or solution architect.
• 8 years: XML, XSD, XSLT, Webservices, C#, .NET Framework and .NET Core, MVC, Entity Framework, SQL, Visual Studio, Angular JS, Java Script, PowerShell Script.
• 6 years: Devops, CI/CD, release management designing deployment and go live strategies involving Octopus/Jenkin
• 6 years: Using SaaS related infrastructure along with Microsoft Azure, Virtual Machines, and Azure Active Directory.
• 6 years: Operating in a P&C insurance customer/client success capacity.
• 3 years: Communicating project status to senior customer leadership and internal stakeholders.

Duck Creek is a leading provider of comprehensive P&C insurance software and services for insurers of all sizes worldwide. Employing progressive technology, our solutions enable insurers to optimize outcomes and enhance engagement through advanced digital and data capabilities and integrated functionality that can be delivered via the cloud or on premise.