Associate Support Engineer

Job Description

• The Associate Support Engineer will assist the Product Support team in building relationships with the client team by responding to software questions and driving resolution of raised client issues and assists in understanding the client s products and the use of the software along with gathering and understanding future milestones and Go-To-Market events.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES

• Communicates directly with the customer(s) via web meetings and incident tracking workflow with assistance of the Sr. Associate 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
• Sets up environments within AWS to replicate and triage incidents reported submitted by third-party implementation teams or customers
• 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 Sr. Associate Support Engineer or higher
• Leverages Duck Creek utilities such as JIRA, Salesforce, Trace Monitor, ExampleUtil, data copy tools, etc to triage reported incidents
• Leverages third-party utilities such as Java eclipse, Visual Studio, HTTPWatch, Fiddler, SQL Management Studio, etc to triage reported incidents
• Provides work-a-rounds 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
• Attends sprint reviews and supports targeted training
• Serves as on-call Support Engineer for after-hours emergencies as needed to triage Severity Level 1 incidents
• Analyzes and assesses upgrade impact based on release notes and code changes for new release features.
• Leverages Duck Creek upgrade tools to generate differential analysis and produce low impact upgrade path for Duck Creek Customers.
• Develops and execute tests including PowerShell, Regression Runner and Selenium based automation tools
• Performs other related duties and activities as required

QUALIFICATIONS/REQUIREMENTSEducation 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:
  • Applicable DCU boot camp assessment score
  • Replication/qualification of reported cases
  • Salesforce workflow
  • Azure Test Labs or equivalent VM knowledge
• Demonstrates awareness in the following competencies:
  • Experience in creating Jasper Report, preferably using iReport.
  • Java Web Services development.
  • Strong knowledge of XML, XML Schema, XSD and XSLT/Path.
  • Extensive experience with Spring and Hibernate.
  • Experience with SQL Database and PL/SQL.
  • Experience with testing tools and techniques such as JUnit and continuous integration.
  • Experience with Agile development methodologies.
  • Knowledge of secure coding standards and best practices.
  • Must be a team player who works well with technical and non-technical resources.
  • Ability to operate independently with minimal guidance in focus area
  • After hours call service expertise/triage
  • Analytical ability
  • Communicate with support personnel
  • Creating training modules in area of focus for team members
  • Duck Creek triaging tools knowledge
  • Extensible Markup Language (XML)
  • Full Suite installation
  • Installation troubleshooting knowledge
  • Insurance domain knowledge
  • Knowledge-based contributor
  • Product Installation in supporting area
  • Salesforce case organization and management
  • Structured Query Language (SQL)
  • TeamTrack Workflow and submission (if applicable)
  • TFS Workflow and submission (if applicable)
  • AWS Dev Ops Workflow and submission (if applicable)
  • PowerShell, Regression Runner and Selenium based automation tools
  • Understanding new feature release details
  • Java or similar IDE
  • Frontend technologies like HTML, CSS, Skins, JavaScript, jQuery etc.
  • Continuous integration practices.

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Keyskills :
networkingactive directorytroubleshootingoperating systemstechnical supportboot campxml schemaweb servicessql databasetesting toolsvisual studiosecure codingrelease notesproduct support