Application Support Engineer

Essential Duties & Responsibilities

Develop and maintain deep expertise in Guidewire’s suite of data products, such as DataHub and CDA

Troubleshooting and resolution of incoming support cases. This includes identifying root causes of issues, providing workarounds or solutions, and collaborating with other teams to resolve complex problems

Communicate with customers and ensure that they receive timely and accurate updates on the status of their support requests. This includes providing clear and concise technical explanations to non-technical customers, and managing customer expectations

Manage and resolve incidents within contractual service level agreements (SLAs)

Required Skills And Experience

Bachelor’s Degree in Computer Science or related field

Strong knowledge of relational database theory, data mapping / modeling, data streaming and data analysis

Knowledge of data-warehousing, Data Marts (including star and snowflake schemas) and BI

Experience in database administration (PostgreSQL or Oracle)

Fluency in SQL scripting (PL/pgSQL and/or PL/SQL), including query optimization

Knowledge of AWS cloud infrastructure and related services (AWS Workspace, S3 Bucket)

Experience with ETL tools such as SAP Business Objects, Informatica SSIS

Experience working with Cognos for report design and maintenance

Experience with Apache Kafka, DataDog and Teamcity

Experience with case management/ticketing systems such as Salesforce.com or JIRA

Familiarity with Linux shell scripting, Java and XML