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About the Role
This role sits at the intersection of customers, support, engineering, and cloud operations, owning the customer support experience, leading critical escalations, and ensuring issues are resolved quickly and effectively.
Responsibilities
- Serve as the primary operational support contact for assigned enterprise customers
- Lead customer-facing communication during major incidents and critical escalations
- Coordinate cross-functional teams across Support, Engineering, Product, Infrastructure, and Cloud Operations
- Ensure adherence to service commitments, including SLA/SLO performance
- Conduct regular service reviews and drive continuous improvement initiatives
- Track corrective actions, root cause investigations, and long-term resolution plans
- Advocate for customers internally while balancing business priorities and operational excellence
Requirements
- 5+ years in Technical Account Management, Enterprise Support, Escalation Management, SRE, Support Engineering, or Service Operations
- Experience managing customer-facing escalations and major incidents
- Strong understanding of enterprise SaaS environments and support operations
- Excellent stakeholder management and communication skills
- Ability to influence and drive outcomes without direct authority
- ITIL certification or experience
- Insurance or Financial Services experience
- Experience with ServiceNow, Jira, and monitoring platforms
Skills
- Technical Account Management
- Enterprise Support
- Escalation Management
- SRE
- Support Engineering
- Service Operations
- Stakeholder Management
- Communication Skills
- Influencing
- ServiceNow
- Jira
- Monitoring Platforms
Location
- Sydney
Work Type
- Flexible-first
- Hybrid
Experience Level
- 5+ years
Benefits
- Autonomy in how they manage their work
- Meaningful in-person moments that support team connection and collaboration
- Deep expertise, long-term investment, and a strong commitment to building market-leading businesses and meaningful careers
- Wellbeing & Rewards
About the Company
- Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) insurance industry.
- Our modern SaaS platform enables insurers to run agile, cloud-based operations and deliver better customer experiences.
- Duck Creek Technologies is a portfolio company of Vista Equity Partners, a global investment firm that partners with mission-critical enterprise software and technology-enabled businesses to drive growth and operational excellence.
- 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.
Equal Opportunity
- Duck Creek is committed to equal opportunity for all employees and applicants, with decisions based on skills, experience, and achievements—without regard to any protected status.
- We strive to lead by example in inclusion, diversity, and equity, creating an environment where employees can be their authentic selves.