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Support Software Engineer Dublin

Dublin, Ireland
Software / Information Technology · Full-time · Permanent
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Description
We know who we are. Guidewire is a software company. Our customers are insurance companies, and insurance software is surprisingly complex, mission-critical to the business, difficult to get right, and actually a lot of fun to work on. We provide a platform based on three elements: core processing, data and analytics, and digital engagement (or “core,” “data,” and “digital” for short), which work together to strengthen insurers’ ability to engage and empower their customers, agents, and employees. We serve more than 200 customers in more than 20 countries, and have completed or are in the process of completing more than 300 Guidewire product implementations. Guidewire’s Software Support Team in Dublin provides primary software support for production customers in Europe, Africa, and Russia, as well as Latin America. Support Software Engineers serve as first line of contact for troubleshooting, diagnosis, and escalation of customer issues for assigned customers in the region. They perform detailed analysis on customer issues to determine causes and appropriate solutions.


Responsibilities
The engineers conduct regular calls with developers and technical resources customer accounts to help diagnose problems, prevent production issues, prepare for system updates, and ensure overall satisfaction. They are able to work independently on complex issues, and use a variety of software configuration, development and diagnostic tools to aid customers in resolving these issues. The work environment is highly collaborative. Each Support Software Engineer is responsible for developing mastery of several functional or technical areas of the products they support, along with competence in the remaining areas of these products. They collaborate with other support engineers in their areas of mastery and provide general assistance to their peers in all areas. The support engineers will collaborate remotely with escalation support teams and other engineers at Guidewire Headquarters in California (Silicon Valley) as well as engineers at other regional support centers. Occasional travel (< 10%) may be required to customers for introductory visits, as well as to Guidewire Headquarters or other Regional Centers for ongoing knowledge development. This role serves as the point person representing Guidewire Software to our customer. The successful Engineer is expected to work closely with our customers while making sure that our larger organization is kept abreast of product strengths and weaknesses. The position requires a unique blend of technical expertise and customer facing skills.

Minimum qualifications
Bachelor’s Degree in Computer Science or a related discipline Experience with and understanding of Web/J2EE architecture Fluent in Portuguese and / or Spanish
Preferred qualifications
Demonstrated ability to write, troubleshoot, debug, and test software programs Experience troubleshooting, debugging, fixing, and testing code written by others • Experience with a commercial customer incident tracking or CRM system Experience using a software defect tracking system such as JIRA


Job details
Reference:
Team or role: Software / Information Technology
Job type: full-time
Job location: Dublin, Ireland

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