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About the Role

Guidewire is seeking a proactive and solution-driven Senior Application Support Engineer to join our dynamic Application Support team at our Tokyo office. 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 Guidewire software both in the Guidewire Cloud and on-premise. As a Senior Application Support Engineer, you will learn everything there is to know about Guidewire’s products, and you’ll communicate and share that knowledge with Guidewire’s internal and external customers, including our Japanese customers. Join us and enjoy a career where you can make an impact. You will be inspired by those around you, and you’ll be trusted and empowered to go further.

Responsibilities

Provide technical support to Guidewire customers using Guidewire products.
Develop and maintain deep expertise in Guidewire’s suite of products.
Troubleshoot and resolve incoming support cases, including identifying root causes, providing workarounds or solutions, and collaborating with other teams.
Resolve complex issues independently and manage incidents within contractual service level agreements (SLAs).
Communicate with customers, ensuring timely and accurate updates on support requests.
Prioritize and escalate customer issues appropriately.
Create and maintain knowledge articles related to customer-reported problems.
Execute operational tasks to provision, rebuild, configure, and restore services for customer cloud environments.
Identify areas for service improvement and collaborate with other teams to implement changes.
Share technical knowledge and expertise with team members and contribute to training materials and processes.
Participate in a 24x7 support model using a Follow-the-Sun approach.
Work local daytime hours Monday-Friday with occasional weekend shifts on a rotating basis.

Requirements

Bachelor’s Degree in Computer Science or related field.
8+ years of work experience providing enterprise application software support in Java for a B2B software company.
Experience with Guidewire products on Guidewire Cloud Platform is a plus.
Experienced in handling high severity and complex issues impacting production systems availability.
Hands-on experience with strong technical skills including Java, Spring Boot and microservices architecture.
Strong experience handling enterprise integration protocols, including RESTful APIs, SOAP Web Services.
Familiar with front-end web technologies (JavaScript / ReactJS or similar).
Proficient in troubleshooting performance issues in distributed environments.
Experienced in using various troubleshooting tools like: Datadog, Dynatrace, AppDynamics.
Competent in reading stack traces and reviewing application code.
Experienced in reading and interpreting application server thread dumps, Oracle AWR reports, and other log files.
Strong understanding of relational databases and SQL, preferably Postgres, Oracle and SQL Server.
Experienced in documenting technical solutions (preferably in the form of knowledge base articles).
Experienced in mentoring junior engineers and assisting them on their daily tasks.
Experienced in collaborating with cross-functional teams (Dev, Cloud, Platform, Infosec, etc.).
Supported managers and leads on improving processes and team efficiency.
Proactively look for ways to improve uptime, alerting, and efficiencies of systems.
Excellent written and verbal communication skills in English and Japanese.
Ability to explain complex technical topics in clear, customer-friendly language.
Outstanding troubleshooting skills; ability to think critically and display an aptitude for problem solving.
Employ sound business judgment when making business decisions.
Use creative and innovative ways to solve problems.
Display a strong work ethic and do whatever it takes to get the job done.
Demonstrate strong follow-through and consistently keep commitments to customers and employees.
Display an understanding of the customer’s needs and a strong commitment to customer satisfaction.
Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service.

Skills

Java
Spring Boot
Microservices architecture
RESTful APIs
SOAP Web Services
JavaScript
ReactJS
Performance troubleshooting
Datadog
Dynatrace
AppDynamics
Stack trace analysis
Application code review
Application server thread dumps
Oracle AWR reports
Log file analysis
Relational databases
SQL
Postgres
Oracle
SQL Server
Technical documentation
Knowledge base article creation
Mentoring
Cross-functional collaboration
Process improvement
System efficiency improvement
English communication
Japanese communication
Troubleshooting
Critical thinking
Problem solving
Business judgment
Innovation
Work ethic
Commitment keeping
Customer needs understanding
Customer satisfaction
Professionalism
Customer service

Location

Tokyo

Work Type

Hybrid
24x7 service
Follow-the-Sun model
Local daytime working hours
Occasional weekend shifts

Experience Level

Senior
8+ years of work experience

Education Level

Bachelor’s Degree in Computer Science or related field

About the Company

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.

Equal Opportunity

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.