Job Description

WHAT YOU’LL DO

• Customer-Centric Collaboration:

  • Serve as a technical ambassador, working directly with customers to understand their needs, address concerns, and ensure our systems support their business goals.

  • Participate in design reviews, production readiness checks, and post-incident analyses with both internal teams and customers to continuously improve service quality.

• Technical Excellence & Reliability:

  • Collaborate closely with product development and other SRE teams to enhance the reliability, performance, and efficiency of our microservices applications.

  • Analyze data from observability and monitoring tools to optimize operational metrics across our customer-focused systems.

  • Develop, document, and share technical solutions and training materials to empower your colleagues and ensure consistent, high-quality support.

• Innovation & Automation:

  • Lead efforts to automate routine tasks and system maintenance on our SaaS multi-tenant infrastructure, ensuring 24x7x365 operations that meet both technical and customer experience benchmarks.

  • Create and refine tooling and processes that improve incident management, driving proactive measures to prevent issues before they affect our customers.

• Cross-Functional Partnership:

  • Work alongside diverse teams—engineering, product development, and support—to integrate new features seamlessly and maintain an open dialogue about customer feedback.

  • Contribute code and strategic ideas that not only solve technical challenges but also enhance the overall customer journey.

WHO YOU ARE

• Technically Proficient:

  • You hold a Bachelor’s Degree in Computer Science or a related field and have solid experience with Bash, Python, and/or Go.

  • You’ve supported web applications in live production environments (Java/Apache/Tomcat) and have a deep understanding of Linux systems, AWS, and container orchestration (Docker, Kubernetes/EKS).

  • You’re experienced with IaC (Terraform/Terragrunt/Terraspace), devops/gitops tools (Git, Bitbucket, Flux CD, TeamCity), and observability platforms (Datadog, CloudWatch, PagerDuty).

• Customer Focused & Communicative:

  • Beyond your technical skills, you’re a strong communicator who can explain complex concepts in a relatable way—both internally and when speaking directly with customers.

  • You’re passionate about mentorship and thrive on teaching and collaborating across teams, always putting the customer’s experience at the forefront.

  • You enjoy engaging with others, have a natural knack for troubleshooting, and are driven by a genuine desire to help customers succeed.

• Driven & Adaptable:

  • You’re a problem solver with a can-do attitude who believes that “if you have to do something more than once, automate it.”

  • You adapt quickly to new technologies and processes, ensuring that you can meet the evolving needs of a highly dynamic, customer-centric environment.

  • You’re comfortable with travel (up to 25%) and are eager to interface with customers, partners, and vendors to drive continuous improvement.

JOIN US

If you’re excited by the challenge of ensuring robust, customer-focused operations in a rapidly evolving tech landscape, and you’re as comfortable writing code as you are engaging with clients, then you’ll thrive at Guidewire. Apply today to make a direct impact on the reliability of our systems—and on the success of our customers.

The Canadian CAD base salary range for this full-time position is $118,000 - $148,000. Your base pay will depend on your experience, skills, education, training, and location among other factors. All full-time positions or part-time roles working 30 hours or more a week at Guidewire are eligible for benefits that support their health and well-being including health, dental, and vision insurance, paid time off, and a company sponsored retirement plan. In addition, some roles may be eligible for the annual company bonus plan, commissions, and/or long term incentive awards which are contingent on a variety of factors including, but not limited to, company and employee performance.