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:
• Bachelor’s Degree in a STEM major with graduation date between December 2021 – December 2022
• 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
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.