Senior Support Engineer

Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek.     

WHO WE ARE:    

Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations. Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies.     

Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most. Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand. With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance.    

We have a flock of more than 1,700 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice to work from an office, from home, or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location.    

If working in a fast-paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries sounds exciting, let us know. We are excited you are considering Duck Creek as a future employer and hope you decide to join “The Flock”!    

To learn more about us, visit www.duckcreek.com and follow us on our social channels for the latest information – LinkedIn and Twitter.   

TITLE: Senior Support Engineer 

WHAT YOU’LL DO:  

This role provides advanced technical expertise to ensure the successful support and operation of our products and solutions. The Senior Support Engineer is responsible for delivering high-quality technical support for Duck Creek Technologies' software solutions. This role involves analyzing complex issues, coordinating with internal and external teams, and contributing to continuous improvement initiatives. The Senior Support Engineer plays a pivotal role in enhancing customer satisfaction and operational excellence. 

• Diagnose, troubleshoot, and resolve advanced technical issues related to Duck Creek software and integrations. 

• Act as a technical escalation point for Support Engineers, providing guidance and mentorship. 

• Analyze logs, workflows, and system performance to identify root causes and recommend solutions. 

• Collaborate with cross-functional teams, including Engineering, DBA and Infrastructure, to resolve customer issues. 

• Develop and maintain technical documentation, including FAQs, troubleshooting guides, and best practices. 

• Ensure adherence to Service Level Agreements (SLAs) for response and resolution times. 

• Participate in incident management and root cause analysis processes for critical issues. 

• Work closely with customers to understand their environment and recommend optimizations. 

• Provide feedback to product teams on recurring issues and potential enhancements. 

• Assist in the deployment of updates and patches, ensuring minimal disruption to customers. 

• Lead or participate in training sessions for Support Engineers on technical topics. 

• Stay up-to-date with new product features, tools, and industry trends to provide the best possible support. 

WHAT YOU’VE DONE:    

• Bachelor’s degree in Computer Science, Information Technology, or a related field. 

• 6+ years of experience in technical support, software development, or system administration roles; 3+ years in supervisory or leadership experience. 

• Proficiency in troubleshooting enterprise software and environments. 

PREFERRED: 

• Experience with Duck Creek software or other insurance technology solutions. 

• Certifications in cloud platforms (e.g., AWS, Azure) or database technologies. 

• Familiarity with ITIL practices and ticketing systems (e.g., ServiceNow). 

Demonstrates proficiency in the following competencies:  

• .NET and C# (or similar language) 

• Extensible Markup Language (XML) 

• Internet Information Services (IIS) 

• Performance and memory diagnosis 

• Structured Query Language (SQL) 

• Frontend technologies like HTML, CSS, Skins, Javascript, Jquery 

• Continuous integration practices 

KNOWLEDGE, SKILLS, ABILITIES & BEHAVIORS:  

• Strong problem-solving and analytical skills with attention to detail. 

• Advanced knowledge of SQL, XML, and enterprise software architecture. 

• Familiarity with APIs, integrations, and cloud-based solutions. 

• Ability to handle multiple priorities and work under pressure in a fast-paced environment. 

• Effective communication skills, both verbal and written, tailored to technical and non-technical audiences. 

• Collaborative mindset with the ability to work effectively in cross-functional teams. 

• Proactive approach to learning and staying updated on technology trends. 

• Strong organizational skills to manage escalations and prioritize tasks effectively. 

• Ability to conduct root cause analysis and document findings. 

• Demonstrated ability to create and maintain detailed technical documentation. 

• Solid understanding of network protocols, security, and application performance optimization. 

• Familiarity with Agile methodologies and workflows. 

• Commitment to providing exceptional customer service and support. 

• Ability to lead and mentor team members in technical and process improvements. 

• Enthusiasm for continuous improvement and innovation.