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.
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
- 8+ years of technical experience
- 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 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
