Application Support Engineer
Current- Intake and provide communication on customer-submitted cases for Guidewire’s cloud platform. Analyze system logs and search documentation and knowledge base to attach relevant information to cases. - Communicate with customers through cases and act as a customer advocate within the company. Call and meet with customers to provide technical support. Provide answers directly or redirect to appropriate teams for further assistance. - Monitor customer systems with the intent to proactively deal with issues appropriately. Assemble and work with an emergency response team when a major incident occurs. - Define and document new processes for the First Responders team to follow in a regularly shifting environment.