Customer Success Engineer (Upgrades)

Duck Creek Technologies; South Carolina; Hybrid; USD 120,000 - 150,000; Full time

Job summary

Duck Creek Technologies is seeking a Customer Success Engineer (Upgrades) based in Columbia, SC, with a hybrid work arrangement. The role requires collaboration with senior customer leadership, enterprise architecture, and partner teams to ensure successful upgrade projects and technical outcomes.

The position emphasizes architectural guidance, cross-functional collaboration, and proactive engagement to deliver high-quality solutions while supporting customer satisfaction and revenue objectives.

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 related architecture roles.
• Experience with software implementation and architectural activities.
• Experience with SaaS infrastructure on Microsoft Azure and cloud environments.

Responsibilities

• Act as liaison to senior customer leadership for status updates and escalations.
• Collaborate with Duck Creek and partner teams to enforce integration patterns and technical standards.
• Drive engineering standards, automation, and processes to meet customer success and revenue goals.
• Develop and maintain Project Technical Solution Architecture documents covering scope, interfaces, and design.
• Coordinate with OnDemand and cloud operations teams to provision environments and ensure readiness.
• Interface with SI teams and client resources to provide architectural guidance and ensure standards compliance.

Skills

Lead updates

Customer success

Architectural guidance

Cross-functional collaboration

Communication with leadership

Education

Bachelor's degree in Computer Science/IT/Engineering

Tools

XML/XSD

C#/.NET

SQL

Angular/JavaScript

PowerShell

Visual Studio

REST/Web Services

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 are as follows:

• 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. The position requires the following number of years of professional experience with each of the following:

• 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.