Associate support engineer
The associate support engineer will assist the production support team in driving resolution of raised client issues and requests.
Essential job functions/responsibilities
Communicates directly with the customer(s) via web meetings and incident tracking workflow with assistance of the srAssociate support engineer or higher
Communicates directly with customer service managers to provide status updates in a timely manner for high priority incidents
Qualifies incidents submitted by third-party implementation teams or customers by identifying gaps in the details of incidents and gathering information
Works within dcod environments to replicate and triage incidents reported submitted by third-party implementation teams or customers
Triages low to moderate complexity incidents with close direction from srAssociate support engineer or higher
Leverages duck creek tools & 3rd party utilities to triage reported incidents
Provides workarounds or solutions to third-party implementation teams or customers based on analysis during the triage process
Escalates incidents deemed to be base code defects to the proper engineering teams
Applies sql or xml scripts in dcod environments to align data
Identifies trends and patterns of reported data fix requests
Identifies ways to automate processes regarding data fix requests or develop utilities to assist in the triaging process
Serves as on-call support engineer in a 24x7 support model for after-hours emergencies as needed to triage severity level 1 incidents
Keep abreast with product enhancements and features.
Performs other related duties and activities as required
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this jobDuties, responsibilities and activities may change at any time with or without notice.
Education and work experience:
Bachelor’s degree in computer science, computer information sciences or related degree; related work experience can be substituted for educational requirement
Work experience: minimum 2 year
Specialized knowledge, skills, and/or abilities:
Demonstrates proficiency in the following competencies:
Strong experience in core java.
Expert knowledge of pl/sql and sql database.
Able to debug, trouble shoot db objects & write complex sql queries to analyze the issue.
Analytical ability and perform root cause for key incidents
Ability & flexibility to work in a 24x7 support model
Ability to operate independently with minimal guidance in focus area
Communicate and coordinate with other work streams
Installation and incident troubleshooting experience
Replication/qualification of reported cases
Understanding of incident management and resolution
Understanding new feature release details
Azure test labs or equivalent vm knowledge
Demonstrates awareness in the following competencies:
Knowledge of xml, xml schema, xsd and xslt/path.
Itil experience and certification.
Java or similar ide
Experience with agile development methodologies.
Must be a team player who works well with technical and non-technical resources.
Insurance domain knowledge
Continuous integration practices
Special work hours: after-hours on-call support engineer for emergencies as needed to triage severity level 1 incidents
Work authorization: legally authorized to work in the country of the job location.
Physical: exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objectsIf the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.
Job profile details
Job profile name:
Analyst - support engineering
Worker’s comp code:
Duck Creek is a leading provider of comprehensive P&C insurance software and services for insurers of all sizes worldwide. Employing progressive technology, our solutions enable insurers to optimize outcomes and enhance engagement through advanced digital and data capabilities and integrated functionality that can be delivered via the cloud or on premise.