Senior Application Support Engineer
HybridTokyo, Tokyo, Japan
Job Summary
Troubleshoot and resolve incoming support cases for Guidewire customers, identifying root causes, providing workarounds, and managing incidents within contractual SLAs. Communicate technical solutions to non-technical customers and prioritize or escalate issues appropriately while maintaining knowledge articles for reported problems. Execute operational tasks to provision, rebuild, and restore services for cloud environments, and collaborate with cross-functional teams to improve uptime and customer experience. Participate in a 24x7 Follow-the-Sun rotation across APAC, EMEA, and AMER regions, with local daytime hours Monday-Friday and occasional weekend shifts.
Required Qualifications
- Bachelor's Degree in Computer Science or related field
- 8+ years of work experience providing enterprise application software support in Java for a B2B software company
- Excellent written and verbal communication skills in English and Japanese, including the ability to explain complex technical topics in clear, customer-friendly language
- Outstanding troubleshooting skills; ability to think critically and display an aptitude for problem solving
- Employ sound business judgment when making business decisions
- Use creative and innovative ways to solve problems
- Display a strong work ethic and do whatever it takes to get the job done
- Demonstrate strong follow-through and consistently keep commitments to customers and employees
- Display an understanding of the customer's needs and a strong commitment to customer satisfaction
- Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service
- Must be able to lift 50 lbs
Desired Qualifications
- Experience with Guidewire products on Guidewire Cloud Platform is a plus
- Experienced in handling high severity and complex issues impacting production systems availability
- Hands-on experience with strong technical skills including Java, Spring Boot and microservices architecture
- Strong experience handling enterprise integration protocols, including RESTful APIs, SOAP Web Services
- Familiar with front-end web technologies (JavaScript / ReactJS or similar)
- Proficient in troubleshooting performance issues in distributed environments
- Experienced in using various troubleshooting tools like : Datadog, Dynatrace, AppDynamics
- Competent in reading the stack traces and reviewing the application code
- Experienced in reading and interpreting application server thread dumps, Oracle AWR reports, and other log files
- Strong understanding of relational databases and SQL, preferably Postgres, Oracle and SQL Server
- Experienced in documenting technical solutions (preferably in the form of knowledge base articles)
- Experienced in mentoring junior engineers and assisting them on their daily tasks
- Experienced in collaborating with cross-functional teams (Dev, Cloud, Platform, Infosec, etc...)
- Supported managers and leads on improving processes and team efficiency
- Proactively look for ways to improve uptime, alerting, and efficiencies of systems
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