Sr. Associate Support Engineer

Job Description

• Communicates directly with the customer(s) via web meetings and incident tracking workflow with assistance of Support Engineer 1 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 Azure test labs 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 minimal to moderate oversight from Support Engineer 1 or above
• Leverages Duck Creek utilities such as Trace Monitor, ExampleUtil, data copy tools, etc to triage reported incidents
• Leverages third-party utilities such as 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
• Creates training modules in areas of expertise to sharpen knowledge of Triage team members
• 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 executes tests including PowerShell, Regression Runner and Selenium based automation tools
• Requires minimal direction and low to moderate oversight
• Performs other duties and activities as needed

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, or higher education level, or foreign equivalent, in Computer Science, Computer Information Sciences or related degree; related work experience can be substituted for educational requirement
• Work Experience: Minimum 2 years

Specialized Knowledge, Skills, and/or Abilities:

• Demonstrates proficiency in the following competencies:
• Ability to operate independently with minimal guidance in focus area
• After hours call service expertise/triage
• Applicable DCU boot camp assessment score
• Communicate with support personnel
• Creating training modules in area of focus for team members
• Full Suite installation
• Installation troubleshooting knowledge
• Product Installation in supporting area
• Replication/qualification of reported cases
• Salesforce case organization and management
• Salesforce workflow
• Understanding new feature release details
• Azure Test Labs or equivalent VM knowledge
• Demonstrates awareness in the following competencies:
  • .NET and C# (or similar language)
  • Analytical ability
  • Duck Creek triaging tools knowledge
  • Extensible Markup Language (XML)
  • Insurance domain knowledge
  • Internet Information Services (IIS)
  • Knowledge-base contributor
  • Root cause analysis
  • Structured Query Language (SQL)
  • TeamTrack Workflow and submission (if applicable)
  • TFS Workflow and submission (if applicable)
  • Azure Dev Ops Workflow and submission (if applicable)
  • PowerShell, Regression Runner and Selenium based automation tools
  • Visual Studio or similar IDE
  • Frontend technologies like HTML, CSS, Skins, Javascript, Jquery etc
  • Continuous integration practices.

Other Requirements:

• Travel: 0-10%

Special Work Hours: After-hours Support Engineer may be asked to work in shifts,

Keyskills :
networkingactive directorytroubleshootingoperating systemstechnical supportboot campvisual studiorelease notescustomer servicecomputer sciencehigher educationsqlxml