Anunciada dia 16 junho
Missão do cargo
Brazil - Curitiba Product Development and Operations/Full time/Hybrid - Job Description - What you’ll do - Define and continuously refine the scope, policies, and procedures for Application Support services to align with PDO’s focus on secure, scalable, and efficient operations, including AI-, cloud-, and data platform-driven capabilities. - Use data and reporting to track issues raised and resolved, identify trends, and drive preventive and automated solutions that improve customer outcomes and operational efficiency. - Manage, mentor, and develop a high‑performing team of Application Support Engineers through clear goals, regular feedback, coaching, and constructive conflict resolution. - Foster an inclusive, collaborative team culture that encourages experimentation, continuous learning, and adoption of AI and automation to improve support quality and speed. - Partner closely with Product, Engineering, Cloud Operations, Security, and Customer teams to ensure every customer is successful, referenceable, and realizing measurable value from Guidewire solutions. - Optimize processes, workflows, and resource allocation across the region to ensure seamless daily operations while contributing to PDO’s broader transformation and innovation initiatives (such as GenAI “lifts” and platform reliability improvements). - 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 - Education and Work Experience - Bachelor’s Degree in Computer Science or related field. - At least 8 years of hands-on technical experience and 1 year of team management experience, collaborating with both internal and external teams. - Passion to work within a dynamic and fast-paced environment, handling multiple priorities and managing change effectively. - Experience of managing a geographically distributed global team. - Knowledge of ITIL or other IT service management frameworks. - Knowledge of of P&C Insurance domain is desirable. - Experience using cloud-based monitoring and observability platforms such as Datadog, AWS CloudWatch, Splunk or others to perform troubleshooting. - Ability to read / write object oriented programing language such as Java / Gosu to debug issues. - Personal Qualities - Strong interpersonal and communication skills (written and verbal). - Strong capacity to build and work with teams and collaborate across functions and breakdown silos. - Ability to work under pressure and meet deadlines, while maintaining a positive attitude and providing unmatched customer support. - 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. - Highly motivated and self-directed individual with the ability to drive process improvement. - Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service. - Other Requirements - 5 Days work week, including Saturday & Sunday coverage. - You will be part of a team that works together at our company office in Curitiba. - We provide 24x7 support to our customers, 24x7 on-call duty is expected. - Your Impact - We believe in clarity and setting you up for success. In your first months, you will get to know our products, platform, and support landscape, build relationships with your engineering and operations partners, and establish a clear operating rhythm for your team. You will take ownership of incident and request management, refine policies and procedures, and introduce data‑driven practices to surface trends and reduce recurring issues. As you mature the function, you will directly support PDO’s goals around operational excellence, AI‑enabled innovation, and customer success by improving reliability, shortening resolution times, and embedding automation and best practices into daily operations. - Over time, your leadership will influence how Guidewire’s customers experience our platform, how our internal teams collaborate, and how we collectively advance Guidewire’s mission to transform the way the world’s P&C insurers do business. - What’s in it for you - The people we employ give their all, and in return, we offer flexibility wherever we can, such as: - Flexible work environment - Health and Wellness benefits - Paid time off programs including volunteer time off - Market-competitive pay and incentive programs - Continual development and internal career growth opportunities - Interested in this position? About Guidewire Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently.
