Java Support Engineer (Japanese Speaker)

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Summary

Are you passionate about customer success? Do you like digging into code and have a drive to continuously learn and solve problems? Do you want to be part of a global team that provides the best customer service in the industry, including customers in Japan?

Job Description

The Application Support team is part of the Guidewire Global Support organization, delivering 24x7 service to customers who use Guidewire software both in the cloud and on-premise.

As an Application Support Engineer, you will learn everything there is to know about Guidewire’s products and communicate that knowledge with internal and external customers, including our Japanese customers.

Responsibilities

• Provide technical support to Guidewire customers using Guidewire products.
• Develop and maintain deep expertise in Guidewire’s suite of products.
• Triage, troubleshoot, and resolve incoming support cases, identifying root causes, providing workarounds or solutions, and collaborating with other teams on complex problems.
• Communicate with customers, ensuring timely and accurate updates on support request status and delivering clear technical explanations to both technical and non-technical audiences while managing expectations.
• Create and maintain knowledge articles related to the resolution of customer-reported problems with Guidewire products.
• Execute operational tasks to provision, rebuild, configure, and restore services for customer cloud environments as needed.
• Identify areas for service improvement and collaborate with other teams to implement changes that enhance the customer experience.
• Manage and resolve incidents within contractual SLAs, coordinating with stakeholders and providing timely updates to customers.
• Share technical knowledge and expertise with team members and contribute to development of training materials and processes.
• At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI to continuously leverage emerging technologies and data-driven insights.

Required Experience and Education

Personal Qualities

Other Requirements

About Guidewire

Guidewire is the platform for P&C insurers to innovate, grow efficiently, and deliver digital, core, analytics, and AI-driven services. With more than 540 insurers in 40 countries, Guidewire powers thousands of applications that accelerate integration, localization, and innovation.

Guidewire Software, Inc. is 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 as applicable.

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