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Guidewire is seeking a Technical Support Intern on the First Responders team to own and tackle incoming customer support cases covering the entire Guidewire product portfolio. You will develop deep expertise in one or more Guidewire products and provide triage and troubleshooting support using our knowledgebase and continuous learning to restore the affected production system. The successful candidate will be part of the Product Development & Operations (PDO) organization that delivers 24×7 service to customers who are using our software both on-premise and in the Guidewire Cloud.
Responsibilities:
- Function as the main point of contact to research, respond to, and accurately resolve cases in a timely manner and in accordance with team standards to ensure customer happiness!
- Write thorough and detailed case documentation to meet objectives for Case Quality and Customer Satisfaction scores.
- Collaborate with additional support teams on more sophisticated issues involving system integration and custom configurations.
- Develop and maintain, a deep knowledge of our products through company-sponsored Professional certification training and experience.
- 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.
Required skills and experiences
- Currently enrolled in a BS or MS program in STEM major.
- Familiarity with software development lifecycle.
- Outstanding troubleshooting skills, ability to think critically and display an aptitude for problem-solving.
- 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
- Advanced exposure to broad technical skills such as Object-Oriented Programming (Java, C#, or similar), relational databases (data modeling/SQL), web UI (design and development), XML, and application architecture.
- Knowledge of front-end web technologies (JavaScript and AngularJS) or similar
- Skills to read and interpret application server thread dumps, Oracle AWR reports, and other log files
- Good communication and presentation skills
- Read, write, and speak fluent English. Score bonus points if you can also have skills in another language such as French or German
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 450 insurers, 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 1000+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of add-ons that accelerate integration, localization, and innovation.
For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.
Guidewire Software Inc. provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. All offers are contingent upon passing a criminal history and other background checks where it’s applicable to the position.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
