Java Application Support Engineer- (Japanese Speaking)
- Compensation
- Not disclosed
- Location
- India - Bangalore
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 2+ years
- Category
- It support
- Posted
Skills
Must have
- Bachelor’s Degree in Computer Science or related field.
- 2+ years’ experience working directly with the customers or key internal partners. Experience in support for a B2B software company is an added advantage.
- Familiarity with cloud applications and cloud infrastructure/services
- Experience with a commercial customer incident tracking or CRM system such as Salesforce.com
- Experience using a software defect tracking system such as JIRA
- Hands-on experience with a broad technical skills including Java, Spring Boot and microservices architecture.
- Experience handling enterprise integration protocols, including RESTful APIs, SOAP Web Services. Familiar with front-end web technologies (JavaScript / ReactJS or similar).
- Ability to read, analyze and interpret diagnostic artifacts (heap/thread dumps, AWR reports, Datadog, etc.)
- Strong understanding of SQL and commercial relational databases (Postgres, Oracle, etc.)
- Read, write and speak English and Japanese fluently; JLPT level N1/N2 is a plus. Client-facing experience with Japanese customers is preferred.
Full description
Summary
Java Application Support Engineer (Japanese Speaking)
Are you passionate about customer success? Do you like digging into code, and have a drive to continuously learn and solve problems? Do you want to be part of a global team that provides the best customer service in the industry, including the customers in Japan? If so, come join us at Guidewire!
Guidewire’s Application Support team is part of the Guidewire Global Support organization, delivering 24x7 service to customers who are using Guidewire software both in the Guidewire Cloud and on-premise. We are searching for people who are as passionate about working together to deliver quality products and support as we are.
As an Application Support Engineer you will learn everything there is to know about Guidewire’s products, and you will communicate and share that knowledge with Guidewire’s internal and external customers, including our Japanese customers. 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
A Guidewire Application Support Engineer is primarily responsible for providing technical support to Guidewire customers using Guidewire products.
Develop and maintain deep expertise in Guidewire’s suite of products
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.
Create and maintain knowledge articles related to the resolution of customer-reported problems with Guidewire products.
Execute operational tasks to provision, rebuild, configure, and restore services for customer cloud environments as needed.
Identify areas for service improvement, and collaborate with other teams to implement changes that improve the customer experience.
Manage and resolve incidents within contractual service level agreements (SLAs). This includes coordination with other teams and stakeholders, and providing timely updates to customers.
Share your technical knowledge and expertise with other team members, and contribute to the development of team training materials and processes.
As part of a global team, we provide 24x7 support using a Follow-the-Sun model across our three regions (APAC, EMEA and AMER). You will enjoy local daytime working hours Monday-Friday while participating in occasional weekend shifts on a rotating basis to cover production emergencies.