Support Engineer

Job Description

SUMMARYThe Support Engineer II is responsible for the client s success in using the Duck Creek solution by driving the resolution of raised client issues, providing updated information on future releases, and clearly responding to base software related questions.The Support Engineer II is assigned to complex client accounts or directly assisting with the management of complex accounts and manage critical client escalations with little oversight.ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES

• Requires minimal direction and minimal oversight; moderately independent
• Communicates directly with the customer(s) via web meetings and incident tracking workflow
• 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 Azure test labs/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 moderate to high complexity incidents with minimal to no oversight from Sr. Support Engineer or above
• Leverages Duck Creek utilities such as salesforce, JIRA, Trace Monitor, ExampleUtil, data copy tools, etc to triage reported incidents
• Leverages third-party utilities such as HTTPWatch, Fiddler, SQL Management Studio, etc to triage reported incidents
• Codes debug moderate to high complexity incidents with low to moderate oversight from Sr. Support Engineer or higher
• 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
• Identify 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
• Creates training modules in areas of expertise to sharpen knowledge of Triage team members
• Optionally act as a Skills Lead for Associate Support Engineer, Sr. Associate Support Engineer, and Support Engineer 1 team members to mentor and provide annual performance feedback
• 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 Duck Creek product upgrade strategy
• Develops customer upgrade approach and timelines and facilitates planning with customers/implementation partners and drive plan through completion
• Builds tools and automates processes for flawless and efficient product upgrade for Duck Creek OnDemand Customers
• Develops DCOD test automation and execution strategy
• Develops DCOD test best practices and contribute to developing test offering for customers
• Perform 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 job. Duties, responsibilities and activities may change at any time with or without notice.QUALIFICATIONS/REQUIREMENTSEducation and Work Experience:

• Bachelor s degree in Computer Science, Computer Information Sciences or related degree;
• Work Experience: Minimum 8 years

Specialized Knowledge, Skills, and/or Abilities:

• Demonstrates expertise in the following competencies:
  • After hours call service expertise/triage
  • Analytical ability
  • Applicable DCU boot camp assessment score
  • Creating training modules in area of focus for team members
  • Duck Creek triaging tools knowledge
  • Installation troubleshooting knowledge
  • Knowledge-base contributor
  • Product Installation in supporting area
  • Replication/qualification of reported cases
  • Salesforce workflow
  • Upgrade strategy
  • Test automation and execution
  • TeamTrack Workflow and submission (if applicable)
  • TFS Workflow and submission (if applicable)
  • Azure Dev Ops Workflow and submission (if applicable)
  • Visual Studio or similar IDE

• Demonstrates proficiency in the following competencies:
  • Java and Spring (or similar language)
  • Ability to operate independently with minimal guidance in focus area
  • Coding debug dlls/WAR
  • Coding additional trace messages
  • Communicate with support personnel
  • Extensible Markup Language (XML)
  • Full Suite installation
  • Internet Information Services (IIS)
  • Root cause analysis
  • Salesforce case organization and management
  • Structured Query Language (SQL)
  • Understanding new feature release details
  • Azure Test Labs or equivalent VM knowledge
  • Frontend technologies like HTML, CSS, Skins, Javascript, Jquery.
  • Continuous integration practices.

• Demonstrates awareness in the following competencies:
  • Insurance domain knowledge
  • Performance and memory diagnosis:

Other Requirements:

• Travel: 15%
• 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 objects. If 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

,

Keyskills :
troubleshootingnetworkinglanoperating systemsswitchesboot camprelease notesclient accountstest automationcustomer servicecomputer sciencesqlxmlcssarmhtmljiracamponcall support