Production Support Application Engineer

Production Support Application Engineer

Summary

Product Development & Operations (PDO) at Guidewire is responsible for building, running, and continuously improving our cloud platform and product portfolio for P&C insurers worldwide, with a sharp focus on reliability, security, and measurable customer value.
You’ll join Guidewire Global Support within PDO, collaborating across product, cloud operations, and delivery teams to help customers run mission‑critical insurance systems on Guidewire Cloud and on‑premise.

As a Production Support Application Engineer, you’ll own complex customer support cases and production deployments for the InsuranceNow and Underwriting Management products. You’ll become a domain and product expert, triaging and troubleshooting issues across application code, integrations, and infrastructure. This role is ideal for an engineer who enjoys problem‑solving with customers, working in a 24x7 global environment, and contributing to Guidewire’s mission to transform how the world’s P&C insurers do business through secure, scalable cloud and AI‑enabled solutions.

Job Description

What you’ll do

• Develop and maintain deep expertise in Guidewire InsuranceNow and Underwriting Management, including related tools, logs, and diagnostics, through structured training and continuous learning.

• Serve as the primary technical contact for assigned customer cases: triage, analyze, and resolve production issues in line with SLAs, while keeping stakeholders informed and focused on customer satisfaction.

• Troubleshoot application, integration, and data issues using Java, SQL, web services, and monitoring tools (e.g., DataDog), including interpreting thread dumps and performance reports to restore system stability.

• Plan and coordinate production deployments and post‑release activities, including pre‑deployment validation, maintenance pack installations, and hot‑fix rollouts, ensuring adherence to security, performance, and coding standards.

• Collaborate closely with Product Development, Cloud Operations, and Delivery teams to assess customer solutions, align them with Guidewire best practices, and support PDO’s priorities around secure, scalable, and efficient platform operations and AI‑enabled products.

• Produce clear, thorough case documentation, runbooks, and customer‑facing production metrics and monitoring reports that support high case quality, CSAT, and operational excellence.

• Participate in team projects that improve tooling, automation, AI‑assisted diagnostics, and overall support efficiency, contributing to PDO’s vision of operational excellence and transformative innovation across cloud and data platforms.

• Provide on‑call and after‑hours support as part of a 24x7 global coverage model for production incidents and deployments, with compensatory time off.

• At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI—empowering our teams to continuously leverage emerging technologies and data‑driven insights to enhance productivity and outcomes.

What you’ll bring

Required

• Demonstrated ability to embrace AI and apply it to your current role as well as data‑driven insights to drive innovation, productivity, and continuous improvement.
• Bachelor’s degree in Computer Science or a related field, or equivalent practical experience.

• Solid programming skills with hands‑on Java experience, including debugging and reading production code.

• Strong knowledge of object‑oriented programming concepts and experience with at least one app server or similar runtime environment.

• Experience with relational databases (e.g., MySQL/Aurora or similar), including SQL for troubleshooting and data analysis.

• Familiarity with HTML5, JavaScript/AJAX, XML, and web services concepts.

• Proven customer‑facing experience (or partnering with internal stakeholders) in a technical role, with strong written and verbal English communication skills.

• Demonstrated troubleshooting and analytical skills with the ability to work through complex, ambiguous production issues and follow through to resolution.

• Willingness to participate in an on‑call rota, including evenings and weekends, for production emergencies and deployments.

Preferred

• 3+ years’ experience in application support, production operations, or customer support for B2B software, ideally within a SaaS or cloud environment.

• Exposure to the Property & Casualty (P&C) insurance domain or other financial services systems.

• Experience with incident/case management tools such as Salesforce Service Cloud or similar CRM platforms.

• Experience using a defect/issue tracking system such as JIRA.

• Ability to interpret application server thread dumps, performance reports (e.g., AWR or similar), and metrics from monitoring tools like DataDog.

• Familiarity with modern cloud architectures and security and reliability best practices that align with PDO’s focus on secure, scalable operations and high service reliability.

• Experience working in Agile environments and collaborating across distributed, cross‑functional teams.

Your Impact

We believe in clarity and setting you up for success. In your first months, you’ll complete product and platform training, shadow senior engineers on live cases and deployments, and start owning low‑ to medium‑complexity incidents end‑to‑end. As you grow, you’ll handle high‑impact production issues, lead deployment planning for key customers, and contribute to improvements in monitoring, diagnostics, and AI‑assisted tooling that reduce time‑to‑resolution and increase system reliability—directly supporting PDO’s goals around operational excellence, secure and scalable cloud operations, and AI‑driven innovation. Over time, your expertise will help customers run critical insurance workloads confidently on Guidewire, strengthen our reputation for customer success, and advance Guidewire’s mission to transform how P&C insurers operate through trusted cloud and AI platforms.

About Guidewire

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.

As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.

For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.

Guidewire Software, Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success. Qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.