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Guidewire Software, Inc.: Application Engineer – Data Management

Guidewire Software, Inc.

This is a Contract position in Montreal, QC posted May 30, 2021.

Are you passionate about customer success?

Do you have a drive to continuously learn and solve problems?

Do you want to be part of a fast-growing team that provides the best customer service in the industry?

If so, come join us at GuidewireAt Guidewire, we make software that offers Property and Casualty (P& C) Insurance companies the tools to take care of their customers when they need it the most, whether that’s a time of crisis, a natural disaster, an accident, or exposure to cyber risks.

We build the core applications that insurance companies use to sell and underwrite policies, settle claims, and bill their customers.

We invest heavily in R& D to build a technology platform that combines three elements—core processing, data and analytics, and digital engagement—to enhance insurers’ ability to engage and empower their customers and employees.

Application Engineers at Guidewire’s Regional Service Centers serve as second level contacts for customer issues with deploying and using Guidewire’s suite of products.We are proud to be voted a “Top 3” employer on Glassdoor by our own employees and positioned as a market leader by industry experts like Gartner.

We have a fun work environment and a culture that lives by our core values of integrity, rationality, and collegiality.We are searching for people who are as passionate about working together to deliver quality products and support as we are.

Join us and enjoy a career where you can make an impact.

You will be inspired by those around you, and you will be trusted and empowered to go further.Guidewire’s Customer Support team is part of the Cloud & Customer Operations organization, delivering 24×7 service to customers who are using Guidewire software both On-premise and in the Guidewire Cloud.As an Application Engineer focused on Data Analytics, you will learn everything there is to know about Guidewire’s Data Analytics products, and you’ll communicate and share that knowledge with Guidewire’s internal and external customers.Essential Duties and ResponsibilitiesCase ResolutionResearch, thoroughly document, respond to and accurately resolve cases of moderate complexity, in a timely manner and in accordance with the Customer Support Team standardsFunction as primary customer contact for all assigned support cases, meeting Guidewire’s contractual and internal goals for initial response and subsequent customer communicationProvide expert solutions to customer problems to ensure customer satisfactionEscalate customer issues to Lead and/or Management as appropriateCollaborate with development, operations, customer success and sales teams to ensure success with Guidewire productsReport and track software defects with the development team, following up with customers to resolve usage or functional issuesResponsible for specific customer on-boarding tasks; Establishing account and application accessParticipate in after-hours and on-call support as neededCoordinate network setup for regular transfer of customer data for use in the productsKnowledge ManagementDevelop and maintain deep knowledge of Guidewire’s Data productsContribute to an environment that encourages information sharing, team-based resolution activity, cross-training, and an absolute focus on doing what is best for the customerCreate knowledgebase articles and other informational documents for customers and colleague consumptionRequired Skills and ExperienceBachelor’s Degree in Computer Science, technical, engineering, or data analytics related field2-3 years’ experience supporting end users of SaaS productsStrong knowledge of relational database theory, data mapping, data modelingKnowledge of data-warehousing, Data Pipelines, Data Marts, Cloud Platforms, Data Lakes and BI3 years of experience in database administration (Oracle or Microsoft SQL Server)Fluency in SQL scripting (TSQL and/or PL/SQL), including query optimizationETL, CDC, Airflow, HadoopKibana; Elastic StackAmazon WebServices (AWS)Familiarity with Java and XMLSumoLogicCRM systems (e.G., Salesforce)Software defect tracking systems (e.G., Jira)Personal QualitiesOutstanding troubleshooting skills: ability to think critically and display an aptitude for problem solvingExcellent soft skillsEager to learn and self-motivated Use creative and innovative ways to solve problemsDisplay a strong work ethic and do whatever it takes to get the job doneDemonstrate strong follow-through and consistently keep commitments to customers and employeesDisplay an understanding of the customer’s needs and a strong commitment to customer satisfactionEnsure that every customer is handled with a consummately professional attitude and the highest possible level of serviceDemonstrated ability to work collaboratively with others in a technical project environmentOther RequirementsAbility to read, write, and speak fluent EnglishStrong oral and written communication skillsKnowledge of the insurance industry or prior experience on an insurance related projectExperience with PythonExperience with JSONExperience with BitbucketExperience with LinuxExperience with streaming data processing technologies such as Kafka and SparkWe provide 24×7 support to our customers – On-Call / After-hours production emergency rotation is expectedWeekend support coverage is mandatoryPacific Coast time zone coverage is mandatoryTravel – Expect occasional travel (less than 5%) to other Guidewire offices for training and meetings