Manager, Platform Support

Job Description

Summary Guidewire is seeking a Platform Support Manager on the Guidewire Global Support (GGS) Platform team. You will be responsible for hiring, leading, and developing a team of 8-12 Platform Support Engineers as they research and resolve all incoming support cases from Guidewire s customer base. This position requires strong managerial skills, a deep commitment to customer satisfaction, and experience in driving process improvement. Job Description Responsibilities Take full management responsibility for your team, including motivating them, hiring/mentoring/coaching, writing performance reviews, and preparing overall performance evaluations Provide daily coordination and guidance to the team for processing incoming cases to ensure courteous, timely, high quality, and effective responses to customer issues Build and manage relationships with other Platform Support Managers to ensure services are consistent across regions, and productivity goals are understood and exceeded Lead and participate in continuous improvement projects that enhance the quality or efficiency of support 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 action plans to address areas of concern identified in customer satisfaction surveys Promote self-service tools and the knowledge repository as mechanisms to improve customer satisfaction and reduce cost Be available as needed for after-hours production emergencies as we provide 24x7 support for our customers Develop a broad knowledge of Guidewire Cloud Platform and software products Required skills and experience Bachelor s Degree in Computer Science or related field 3+ years supervisory or leadership experience of a customer-facing IT/Technical team Understanding of broad technical skills such as Object-Oriented Programming (Java, C#, or similar), relational databases (Oracle, PostgreSQL, MS SQL ), XML, and Cloud architecture Experience in working with AWS services, such as EC2, S3, RDS, and (Kubernetes) ECS/EKS, to deploy and manage Java applications in a cloud environment is a plus Experience supporting Java web applications running in a live production environment Familiarity with software development lifecycle. Familiarity with CI/CD concepts and principles; Jenkins, TeamCity and Bitbucket experience a plus. Dedication to customer service in both words and actions. 2+ years experience working directly with customers or key internal partners; preference for support for a B2B software company. Experience with a commercial customer incident tracking or CRM system such as Salesforce.com and experience using a software defect tracking system such as JIRA Experience working with outside Service Providers and Partner organizations is a plus. Ability to handle multiple tasks with changing priorities and capable of handling frequent interruptions positively Self-motivated with critical attention to detail and appreciation for record keeping principles and systems Demonstrate strong follow-through and consistently keep commitments to customers and employees Team orientation - Excellent interpersonal skills and ability to establish strong relationships with all levels of management Ability to read, write, and speak fluent English. Score bonus points if you are also fluent in another language such as French or German Travel - Expect occasional travel (less than 5%) to other Guidewire offices for training and meetings