Application Support Engineer I at Guidewire Software in Curitiba

Job description

Summary Are you passionate about customer success? Do you like digging into code, and have a drive to continuously learn and solve problems? Do you want to be part of a global team that provides the best customer service in the industry? If so, come join us at Guidewire! At 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 also have a portfolio of innovative products serving the needs of P&C insurance companies in areas such as data management, digital online portals, and predictive analytics. We serve hundreds of insurance providers all over the world, helping them handle billions of dollars of business. 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’re 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’ll be inspired by those around you, and you’ll be trusted and empowered to go further. The Application Support team is part of the Guidewire Global Support organization, delivering 24x7 service to customers who are using Guidewire software both in the Guidewire Cloud and on-premise. As an Application Support Engineer you will learn everything there is to know about Guidewire’s products, and you’ll communicate and share that knowledge with Guidewire’s internal and external customers. Job Description What you’ll do Own the end-to-end troubleshooting and resolution of incoming support cases for Guidewire applications, from initial triage through root cause analysis, workaround, and final fix coordination. Investigate complex issues in customer cloud environments, including reviewing logs, configuration, integrations, and data, and collaborate with Product Development & Operations, Professional Services, and other experts when deeper changes are required. Communicate clearly and regularly with customers, providing accurate status updates, explaining technical concepts in accessible language, and managing expectations while incidents are in progress. Execute operational tasks to provision, rebuild, configure, and restore services in Guidewire Cloud environments, following established runbooks and quality, reliability, and security standards that support PDO’s operational excellence goals. Create and maintain high-quality knowledge articles, runbooks, and troubleshooting guides that capture learnings from incidents and enable faster self-service resolution for customers and internal teams. Monitor and manage incidents against contractual SLAs, ensuring timely escalation, cross-team coordination, and documentation that supports auditability and continuous service improvement. Identify patterns and opportunities to reduce incident volume and resolution time, feeding insights back into product, platform, and process enhancements that support PDO’s priorities around reliability, AI and cloud adoption, and measurable customer value. At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI—empowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes. What you’ll bring Required Demonstrated ability to embrace AI and apply it to your current role as well as data-driven insights to drive innovation, productivity, and continuous improvement. Foundational experience in application or technical support, service operations, or software troubleshooting (this may include inter