Data Management Application Engineer

    • Kuala Lumpur, Malaysia
JOB TITLE:           Application Engineer                                FUNCTION:        Customer Service
REPORTS TO:       Data Management Support Manager         DEPARTMENT:  Application Engineering
ORIGINAL DATE:  3 July 2019                                              JOB CODE:       
LAST UPDATE:     9 July 2019                                              LOCATIONS: Dublin, Ireland
                                                                                                                        Toronto, Canada
                                                                                                                        Kuala Lumpur, Malaysia
 
POSITION OVERVIEW
Are you passionate about customer success?  Do you like digging into code, and have a drive to continuously learn and solve problems? Do you want to be part of a fast-growing team that provides the best customer service in the industry?  If so, come join us at Guidewire!
 
We are proud to be voted a Top Cloud Employer on Glassdoor by our own employees and positioned as a market leader by industry experts like Gartner. We have a fun work environment and a culture that lives by our core values of integrity, rationality, and collegiality.
 
We’re searching for people who are as passionate about working together to deliver quality products and support as we are. Join us and enjoy a career where you can make an impact.  You’ll be inspired by those around you, and you’ll be trusted and empowered to go further.
 
Guidewire’s Customer Support team is part of the Cloud & Customer Operations organization, delivering 24x7 service to customers who are using Guidewire software both on-premise and in the Guidewire Cloud.
 
As an Application Engineer focused on Data Management, you will learn everything there is to know about Guidewire’s Data Hub and InfoCenter products, and you’ll communicate and share that knowledge with Guidewire’s internal and external customers.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES
Case Resolution
Research, respond to and accurately resolve cases of moderate complexity, in a timely manner and in accordance with the Customer Support Team standards
Function as primary customer contact for all assigned support cases, meeting Guidewire’s contractual and internal goals for initial response and subsequent customer communication
Provide expert solutions to customer problems to ensure customer satisfaction
Write thorough and detailed case documentation to meet objectives for Case Quality and Customer Satisfaction scores
Proactively take ownership and responsibility for support cases where and when required
Escalate customer issues to the Support Manager as appropriate
Participate in team projects that enhance the quality or efficiency of support
Participate in after-hours and on-call support as needed
 
Knowledge Management
Develop and maintain deep knowledge of Guidewire’s products
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
Create knowledge base articles and other informational documents to be shared with customers and teammates

REQUIRED SKILLS AND EXPERIENCE
Education and Work Experience
Bachelor’s Degree in Computer Science or related field
Strong knowledge of relational database theory, data mapping, data modeling
Knowledge of data-warehousing, Data Marts (including star and snowflake schema) and BI
3+ years of experience in database administration (Oracle or Microsoft SQL Server)
Fluency in SQL scripting (TSQL and/or PL/SQL), including query optimization
Experience working with Cognos for report design and maintenance
Experience with ETL tools such as SAP Business Objects, Informatica, SSIS
Experience with case management/ticketing systems such as Salesforce.com or Service Now
Familiarity with Java and XML
 
Personal Qualities
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
 
Other Requirements
Ability to read, write, and speak fluent English
You will be part of a team based at our company offices in Toronto, Dublin, or Kuala Lumpur (working remotely is not an option)
We provide 24x7 support to our customers, so we expect you to take turns with your teammates being on-call for after-hours production emergencies
Travel – Expect occasional travel (less than 5%) to other Guidewire offices for training and meetings
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About Guidewire

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently.

Guidewire combines core, data, digital, analytics, and AI to deliver our platform as a cloud service. 380 insurers, including 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 700+ 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.


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