Senior Associate Support Engineer
Challenging convention. Trying new things. Reshaping an industry.
The team at Duck Creek helps insurance companies bring amazing ideas to life quickly and easily with software that thinks and works like they do. We're fueled by sharing ideas openly, challenging conventions, trying new things, and valuing "Why not?" over "Why?" Our certainty that there is always a better way to do things keeps carriers ahead of their competition and is helping to reshape an industry.
If having a hand in transforming one of the world’s oldest and largest industries into a standard for innovation, open exchange, and peerless user experience sounds exciting, let us know. We may be looking for you.
Sr. Associate Support Engineer
The Sr. Associate Support Engineer will assist the Product Support team in building relationships with the client team by responding to software questions and driving resolution of raised client issues, and assists in understanding the client’s products and the use of the software along with gathering and understanding future milestones and Go-To-Market events. The Sr. Associate Support Engineer will triage low to moderate complexity incidents with minimal to moderate oversight, and create training modules in areas of expertise.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES
- Communicates directly with the customer(s) via web meetings and incident tracking workflow with assistance of Support Engineer 1 or higher
- Communicates directly with Customer Service Managers to provide status updates in a timely manner for high priority incidents
- Qualifies incidents submitted by third-party implementation teams or customers by identifying gaps in the details of incidents and gathering information
- Sets up environments within Azure test labs to replicate and triage incidents reported submitted by third-party implementation teams or customers
- Works within DCOD environments to replicate and triage incidents reported submitted by third-party implementation teams or customers
- Triages low to moderate complexity incidents with minimal to moderate oversight from Support Engineer 1 or above
- Leverages Duck Creek utilities such as Trace Monitor, ExampleUtil, data copy tools, etc to triage reported incidents
- Leverages third-party utilities such as Visual Studio, HTTPWatch, Fiddler, SQL Management Studio, etc to triage reported incidents
- Provides work-a-rounds or solutions to third-party implementation teams or customers based on analysis during the triage process
- Escalates incidents deemed to be base code defects to the proper Engineering teams
- Applies SQL or XML scripts in DCOD environments to align data
- Identifies trends and patterns of reported data fix requests
- Identifies ways to automate processes regarding data fix requests or develop utilities to assist in the triaging process
- Creates training modules in areas of expertise to sharpen knowledge of Triage team members
- Attends sprint reviews and supports targeted training
- Serves as on call Support Engineer for after-hours emergencies as needed to triage Severity Level 1 incidents
- Analyzes and assesses upgrade impact based on release notes and code changes for new release features
- Leverages Duck Creek upgrade tools to generate differential analysis and produce low impact upgrade path for Duck Creek Customers
- Develops and executes tests including PowerShell, Regression Runner and Selenium based automation tools
- Requires minimal direction and low to moderate oversight
- Performs other duties and activities as needed
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
QUALIFICATIONS/REQUIREMENTS
Education and Work Experience:
- Bachelor’s degree, or higher education level, or foreign equivalent, in Computer Science, Computer Information Sciences or related degree; related work experience can be substituted for educational requirement
- Work Experience: Minimum 2 years
Specialized Knowledge, Skills, and/or Abilities:
- Demonstrates proficiency in the following competencies:
- Ability to operate independently with minimal guidance in focus area
- After hours call service expertise/triage
- Applicable DCU boot camp assessment score
- Communicate with support personnel
- Creating training modules in area of focus for team members
- Full Suite installation
- Installation troubleshooting knowledge
- Product Installation in supporting area
- Replication/qualification of reported cases
- Salesforce case organization and management
- Salesforce workflow
- Understanding new feature release details
- Azure Test Labs or equivalent VM knowledge
- Demonstrates awareness in the following competencies:
- .NET and C# (or similar language)
- Analytical ability
- Duck Creek triaging tools knowledge
- Extensible Markup Language (XML)
- Insurance domain knowledge
- Internet Information Services (IIS)
- Knowledge-base contributor
- Root cause analysis
- Structured Query Language (SQL)
- TeamTrack Workflow and submission (if applicable)
- TFS Workflow and submission (if applicable)
- Azure Dev Ops Workflow and submission (if applicable)
- PowerShell, Regression Runner and Selenium based automation tools
- Visual Studio or similar IDE
- Frontend technologies like HTML, CSS, Skins, Javascript, Jquery etc
- Continuous integration practices.
Other Requirements:
- Travel: 0-10%
- Special Work Hours: After-hours On-Call Support Engineer for emergencies as needed to triage Severity Level 1 incidents
- Work Authorization: Legally authorized to work in the country of the job location.
- Physical: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work