Platform Support Manager

As a Platform Support Manager at Guidewire Global Support (GGS) Platform team, you will have the exciting opportunity to lead a team of 8-12 Platform Support Engineers. Your responsibilities include motivating, hiring/mentoring/coaching, writing performance reviews, and preparing overall performance evaluations for your team. Daily coordination and guidance to ensure courteous, timely, high-quality, and effective responses to customer issues are essential. Building and managing relationships with other Platform Support Managers, participating in continuous improvement projects, and developing action plans based on customer satisfaction surveys are crucial aspects of this role. You will be expected to provide 24x7 support for customers, so being available for after-hours production emergencies is vital. Developing a broad knowledge of Guidewire Cloud Platform and software products is necessary. Your technical skills should include Object-Oriented Programming, relational databases, XML, and Cloud architecture. Experience with AWS services, Java web applications, software development lifecycle, CI/CD concepts, and customer incident tracking systems is highly desirable. Collaborating with Service Providers and Partner organizations, handling multiple tasks with changing priorities, and demonstrating critical attention to detail are important qualities for this position. To be successful in this role, you should have a Bachelor's Degree in Computer Science or a related field, with at least 8 years of technical experience and 3 years of supervisory or leadership experience of a customer-facing IT/Technical team. Dedication to customer service, strong interpersonal skills, and the ability to establish relationships with all levels of management are key. Fluency in English is required, and proficiency in another language such as French or German is a plus. Occasional travel to other Guidewire offices for training and meetings may be expected.,