Summary

Guidewire is seeking a Platform Support Manager on the Guidewire Global Support (GGS) Platform team. You will be responsible for hiring, leading, and developing a team of 8-12 Platform Support Engineers as they research and resolve all incoming support cases from Guidewire’s customer base. This position requires strong managerial skills, a deep commitment to customer satisfaction, and experience in driving process improvement.

Job Description

Responsibilities

Take full management responsibility for your team, including motivating them, hiring/mentoring/coaching, writing performance reviews, and preparing overall performance evaluations

Provide daily coordination and guidance to the team for processing incoming cases to ensure courteous, timely, high quality, and effective responses to customer issues

Build and manage relationships with other Platform Support Managers to ensure services are consistent across regions, and productivity goals are understood and exceeded

Lead and participate in continuous improvement projects that enhance the quality or efficiency of support

Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on doing what is best for the customer

Develop action plans to address areas of concern identified in customer satisfaction surveys

Promote self-service tools and the knowledge repository as mechanisms to improve customer satisfaction and reduce cost

Be available as needed for after-hours production emergencies as we provide 24x7 support for our customers

Develop a broad knowledge of Guidewire Cloud Platform and software products

Required skills and experience

Bachelor’s Degree in Computer Science or related field

3+ years supervisory or leadership experience of a customer-facing IT/Technical team

Understanding of broad technical skills such as Object-Oriented Programming (Java, C#, or similar), relational databases (Oracle, PostgreSQL, MS SQL ), XML, and Cloud architecture 

Experience in working with AWS services, such as EC2, S3, RDS, and (Kubernetes) ECS/EKS, to deploy and manage Java applications in a cloud environment is a plus

Experience supporting Java web applications running in a live production environment 

Familiarity with software development lifecycle. Familiarity with CI/CD concepts and principles; Jenkins, TeamCity and Bitbucket experience a plus.

Dedication to customer service in both words and actions. 2+ years’ experience working directly with customers or key internal partners; preference for support for a B2B software company.

Experience with a commercial customer incident tracking or CRM system such as Salesforce.com and experience using a software defect tracking system such as JIRA

Experience working with outside Service Providers and Partner organizations is a plus.

Ability to handle multiple tasks with changing priorities and capable of handling frequent interruptions positively

Self-motivated with critical attention to detail and appreciation for record keeping principles and systems

Demonstrate strong follow-through and consistently keep commitments to customers and employees

Team orientation – Excellent interpersonal skills and ability to establish strong relationships with all levels of management

Ability to read, write, and speak fluent English. Score bonus points if you are also fluent in another language such as French or German

Travel – Expect occasional travel (less than 5%) to other Guidewire offices for training and meetings

About Guidewire

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.

As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.

For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.

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.