Platform Support Engineer, Team Lead (German speaking)

Guidewire is the platform Property & Casualty insurers trust to engage, innovate, and grow efficiently. The company combines digital, core, analytics, and AI to deliver its platform as a cloud service. More than 540 insurers in 40 countries use Guidewire, ranging from new ventures to large complex enterprises. Guidewire has completed over 1600 successful implementation projects and maintains the largest R&D team and partner ecosystem in the industry. The company offers a Marketplace with hundreds of applications that accelerate integration, localization, and innovation.

• 6 to 8+ years of experience in technical support, SRE, DevOps, or application/platform support roles, preferably in enterprise SaaS.
• Strong proficiency in one or more domains: Guidewire applications and integrations, cloud infrastructure including AWS, Kubernetes, and observability tooling, or databases, scripting, and automation frameworks.
• Ability to own complex customer issues end-to-end including troubleshooting, communication, and post-incident follow-up.
• Proven experience mentoring and contributing to team enablement and documentation.
• Excellent written and verbal communication skills in English and German; additional languages such as French, Spanish, or Japanese are a bonus.
• Experience with 24x7 or follow-the-sun support models.
• Familiarity with change management, incident management, and ITIL-inspired practices.
• Experience working cross-functionally with Delivery, Product, and Customer Success/TAM teams.

• Demonstrate strong technical competence in Guidewire products and platform components.
• Mentor peers and junior engineers to build technical skills, judgment, and autonomy.
• Provide daily coordination and guidance for processing incoming support cases.
• Perform case audits and coach on customer communication and case hygiene.
• Participate in interviews and training of new hires.
• Lead medium-sized projects and initiatives from scoping through delivery.
• Foster a positive and inclusive team culture.
• Participate in release assessments ensuring solutions meet security, performance, and production standards.
• Partner with Delivery teams, TAMs, Tech Leads, Product, and other groups to understand customer objectives and integration needs.
• Define and maintain diagnostic playbooks and internal documentation after incidents.
• Serve as a technical contact for escalations and recurring issues; collaborate with L2 on trends and improvements.

Additional tasks:

• Independently research and promptly resolve high complexity cases adhering to global standards.
• Escalate customer issues with clear context and recommended next steps.
• Create and update detailed runbooks to handle complex customer requests.

Guidewire is an equal opportunity and affirmative action employer. Offers are contingent upon passing applicable criminal history and background checks. The role requires fluency in English and German. Work mode is hybrid.