Cloud Platform Support Engineer III

Job Summary

Guidewire is looking for a proactive and solution-driven Cloud Platform Support Engineer to join our dynamic Platform Support team at our Bengaluru office. This role will primarily focus on addressing and resolving customer support cases concerning the entire Guidewire Cloud Platform. The Engineer will work collaboratively within the Product Development and Operations (PDO) team, serving our customers in both Guidewire Cloud and on-premise environments.

The Platform Support Engineer requires a keen understanding of our platform, backed by the continuous learning provided by Guidewire Education, Product Development, and Cloud Engineering teams. The successful candidate will be part of the Product Development Operations (PDO) organization working in a hybrid environment that delivex7 service to customers who are using our software in the Guidewire Cloud, including the customers in Japan.

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.

Job Description

What You ll Do

• Function as a primary contact to research, address, and promptly fulfill requests and resolve cases in adherence to team standards, thereby ensuring we meet and exceed customer satisfaction.
• Document and maintain technical articles, including troubleshooting guides, knowledge base articles, and runbooks, in order to meet objectives for customer request fulfillment and issue resolution.
• Resolve cases in adherence to team standards to meet and exceed customer satisfaction. Collaborate with cross-functional teams on complex issues involving system integration and custom configurations.
• Develop and maintain in-depth knowledge of our platform through company-sponsored 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.
• Develop and maintain strong relationships with customers and stakeholders, acting as a trusted advisor and technical point of contact.
• At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI-empowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes.

What You ll Bring

• Bachelor s Degree in Computer Science or related field. 5+ years experience working directly with the customers or key internal partners. Experience in support for a B2B software company is an added advantage.
• Solid hands-on experience with AWS, Docker, Linux, and Kubernetes are essential. Knowledge of Bash scripts and Terraform is a plus.
• Familiar with broad technical skills such as Object-Oriented Programming (Java, C#, or similar), relational databases (Oracle, PostgreSQL, MS SQL ), XML, and Cloud architecture.
• Proficiency in working with networking protocols and concepts, including TCP/IP, HTTP, DNS, and load balancing.
• Familiar with software development lifecycle. Experience supporting Java web applications running in a live production environment.
• Familiar with CI/CD concepts and principles; Jenkins or TeamCity experience is a plus
• Demonstrated ability to embrace AI and apply it to your current role as well as data-driven insights to drive innovation, productivity, and continuous improvement.
• Read, write and speak English fluently. Proficiency in the Japanese language is a plus.
• Strong communication and presentation skills. Able to explain complex technical concepts to a varied audience.
• Displayed strong work ethic and highly positive can-do attitude with a knack of being a team player and doing what it takes to get the job done. Demonstrated strong follow-through and consistently kept commitments to customers and employees.
• Based at Guidewire Bengaluru Office and following the In-Office Hybrid Plan (3 to 4 days a week).

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.