Platform Support Engineer, Team Lead (German speaking)

Guidewire is a platform trusted by P&C insurers worldwide, delivering digital, core, analytics, and AI cloud services. The company supports over 540 insurers across 40 countries and has completed 1600+ successful projects with a large R&D team and partner ecosystem. Guidewire offers a Marketplace with hundreds of applications to accelerate integration and innovation.

• 6 to 8+ years experience in technical support, SRE, DevOps, or application/platform support roles, preferably in enterprise SaaS.
• Strong proficiency in at least one domain: Guidewire applications and integrations, cloud infrastructure (including AWS, Kubernetes, observability tooling), databases, scripting, and automation frameworks.
• Proven ability to own complex customer issues end-to-end and communicate effectively.
• Experience mentoring or coaching peers and contributing to team enablement and documentation.
• Excellent written and verbal communication skills in fluent English and German; additional fluency in French, Spanish, or Japanese is a bonus.
• Experience with 24x7 or follow-the-sun support models.
• Familiarity with change management, incident management, and ITIL-inspired practices.
• Experience working in cross-functional teams involving Delivery, Product, and Customer Success/TAM.

Team leadership, mentoring, and culture:

• Demonstrate strong technical competence in Guidewire products and platform components.
• Mentor peers and junior engineers to improve technical skills and autonomy.
• Coordinate daily team activities to ensure timely, quality customer issue responses.
• Perform case audits and provide coaching on customer communication and case hygiene.
• Conduct one-on-one meetings and participate in new hire interviews and training.
• Lead medium-sized projects from scoping to delivery.
• Foster a positive, inclusive team culture that supports collaboration.
• Participate in release assessments to ensure solutions meet security and performance standards.
• Collaborate with Delivery teams, TAMs, Tech Leads, Product, and other groups on customer objectives and architectures.
• Define and maintain diagnostic playbooks, runbooks, and internal documentation.
• Serve as technical contact for escalations and work with L2 on trends and improvements.

Case management:

• Independently research, address, and resolve complex cases adhering to global standards.
• Escalate customer issues with clear context and recommended actions.
• Create and update detailed runbooks for complex customer requests.

Guidewire Software is an equal opportunity employer committed to diversity and inclusion. Employment is contingent upon passing criminal history and background checks where applicable.