Summary

Guidewire is looking for a proactive and solution-driven Cloud Platform Support DBA to
join our dynamic Platform Support team. The Platform Support DBA will work
collaboratively within the Product Development Operations (PDO) team, serving our
customers in both Guidewire Cloud and on-premise environments. This role requires a
keen understanding of our platform, backed by the continuous learning provided by
Guidewire Education, Product Development, and Cloud Engineering teams. You will be
learning new and exciting AWS processes as we embrace our journey to the cloud. In
addition, you will learn additional database platforms which will expand your skills in
both database administration, performance tuning, and Cloud Computing. The
successful candidate will be part of the Product Development Operations (PDO)
organization working in a hybrid environment that delivers 24x7 service to customers
who are using our software in the Guidewire Cloud.

Job Description

Responsibilities

Function as a primary contact to research, address, and promptly fulfill Database requests and resolve cases in adherence to team standards, thereby ensuring we meet and exceed customer satisfaction. Provide support for the Oracle, Microsoft SQL Server and Aurora (MySQL/PostgreSQL) production and non-production databases.

Document and maintain technical articles, including troubleshooting guides, knowledge base articles, and runbooks, in order to meet objectives for customer request fulfillment and issue resolution.

Develop and maintain in-depth knowledge of our database through company-sponsored training and experience

Assist in daily administration activities including setup, configuration and monitoring of databases to ensure backups, availability and performance are all maintained to the highest standards.

Tuning, troubleshooting and production support for database environments deployed in multi-AZ AWS environments both on the EC2 and RDS/Aurora platforms.

Monitor and work Salesforce/ JIRA ticket queue for requests to make schema changes, security changes, execute scripts against the databases and refresh non-production databases.

Collaborate with the application development and support teams on process bottlenecks and provide database tuning to ensure optimal performance. Develop and maintain strong relationships with customers and stakeholders, acting as a trusted advisor and technical point of contact.

Assist the support staff to troubleshoot SQL and any other database errors.

Report weekly to management about abnormalities and critical issues; provide root cause analysis and recommendations; work with infrastructure team, application team and/or other teams for problem resolutions, following the escalation path if needed.

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

At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI—empowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes.

​Required skills and experience:

Bachelor’s Degree in Computer Science (or a related STEM field), or related experience

General desktop with Windows and Linux server experience.

5+ years’ experience in database administration

3+ years’ experience in Oracle, MySQL, MSSQL or other database scripting language

Deploying or migrating databases into AWS (ec2 or RDS) or any hands-on experience working with AWS.

Highly proficient in one or more of these RDBMS technologies:

AWS RDS/Aurora MySQL

AWS RDS/Aurora PostgreSQL

AWS RDS Oracle

MS SQL Server

Working knowledge of one or more database high availability scenarios such as:

AWS Multi-AZ database deployments

MS SQL Server Always on Availability Groups

Oracle Data Guard

Knowledge of one or more database data replication tools such as:

AWS DMS/DMT

MS SQL Server transactional replication

Oracle Golden Gate

Unix/Linux general administration skills and/or bash/python/powershell scripting a distinct advantage

Knowledge of ANSI SQL Language (SELECT, INSERT, UPDATE, DELETE, JOIN, WHERE, etc…).

Strong analytical, communication both written and verbal and quality control skills.

Ability to manage multiple tasks with different deadlines.

Detail oriented, self-motivated and uses sound judgment.

A team player who works well with others.

Desire to learn and improve your skills.

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 solving problem software code and reporting progress; preference for experience with a commercial customer incident tracking or CRM like Salesforce.com

Experience using a software defect tracking system such as JIRA preferred

Skills to read and interpret application server log files

3+ years’ experience working directly with customers or key internal partners; preference for support for a B2B software company

Outstanding troubleshooting skills; ability to think critically and display an aptitude for problem-solving

We provide 24x7 support and while the many of our shifts are Monday through Friday during daytime hours, we rotate shifts monthly so there will be some evening and weekend shifts included in order to cover after-hours production emergencies

Read, write, and speak fluent English. Score bonus points if you can also have skills in another language such as French or German

Demonstrated ability to embrace AI and apply it to your role as well as use data-driven insights to drive innovation, productivity, and continuous improvement.

Personal Qualities and Soft skills

You enjoy teaching and being a mentor to others

Good communication and presentation skills

Display a strong work ethic and do whatever it takes to get the job done

A highly positive can-do attitude with a knack for being a team player

Excellent communication skills and ability to explain complex technical concepts to a varied audience

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

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.