Platform Support Engineer, Team Lead (German speaking)
On-site · Krakow, Łódź Voivodeship, Republic of Poland
Job Summary
Platform Support Engineer, Team Lead (German speaking) is a senior technical contributor who independently resolves high-complexity cases, mentors peers, and leads medium-sized initiatives to improve customer outcomes, tools, and processes. The role acts as a trusted technical point of contact across Guidewire products and platform components, coordinates with Delivery, TAM, Product, and other groups, and leads knowledge sharing, runbooks, and incident response. Requires 6–8+ years in technical support roles, strong domain skills (Guidewire, cloud infrastructure, databases, scripting/automation), experience in 24x7 support, ITIL-inspired practices, cross-functional collaboration, and fluency in English and German. Demonstrates ownership from case resolution to post-incident follow-up, conducts 1:1 coaching, participates in interviews and new-hire training, and leads medium-sized projects from scoping through delivery.
Required Qualifications
- 6 to 8+ years experience in technical support, SRE, DevOps, or application/platform support roles (enterprise SaaS or similar preferred)
- Strong proficiency in at least one relevant technical domain, such as: Guidewire applications and integrations
- Cloud infrastructure (e.g., AWS, Kubernetes, observability tooling)
- Databases, scripting, and automation frameworks
- Demonstrated ability to own complex customer issues end-to-end, including troubleshooting, stakeholder communication, and post-incident follow-up
- Proven experience mentoring or coaching peers and contributing to team-wide enablement or documentation
- Excellent written and verbal communication skills, including the ability to explain complex technical topics in clear, customer-friendly language
- Experience in a 24x7 or follow-the-sun support model
- Familiarity with change management, incident management, and ITIL-inspired practices
- Background working in cross-functional teams with Delivery, Product, and Customer Success/TAM organizations
- Ability to read, write, and speak fluent English and German
- Score bonus points if you are also fluent in another language such as French, Spanish, or Japanese
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