Manager, Application Support

Summary As part of Product Development & Operations (PDO), our Application Support team ensures Guidewire’s cloud platform and applications operate securely, reliably, and at scale for P&C insurers worldwide. We partner closely with product engineering, operations, and customer-facing teams to drive operational excellence and fast incident resolution. Our culture is collaborative, data-driven, and focused on continuous improvement and AI‑enabled innovation.

In this role, you will lead a team of Application Support Engineers responsible for front-line support and stability of Guidewire products and applications for global customers. You will design and improve support processes, manage complex incidents, and coach the team to deliver high-quality, data‑informed service. You will help PDO achieve its priorities of operational excellence, AI-driven transformation, and measurable customer value, directly contributing to Guidewire’s mission to transform how the world’s P&C insurers do business.

Job Description What you’ll do

• Define and continuously refine the scope, policies, and procedures for Application Support services to align with PDO’s focus on secure, scalable, and efficient operations, including AI-, cloud-, and data platform–driven capabilities. * Lead and coordinate incident and service request management for Guidewire applications, ensuring timely triage, clear communication, and reduced high‑impact incident resolution times in line with PDO reliability goals. * Use data and reporting to track issues raised and resolved, identify trends, and drive preventive and automated solutions that improve customer outcomes and operational efficiency. * Manage, mentor, and develop a high‑performing team of Application Support Engineers through clear goals, regular feedback, coaching, and constructive conflict resolution. * Foster an inclusive, collaborative team culture that encourages experimentation, continuous learning, and adoption of AI and automation to improve support quality and speed. * Partner closely with Product, Engineering, Cloud Operations, Security, and Customer teams to ensure every customer is successful, referenceable, and realizing measurable value from Guidewire solutions. * Optimize processes, workflows, and resource allocation across the region to ensure seamless daily operations while contributing to PDO’s broader transformation and innovation initiatives (such as GenAI “lifts” and platform reliability improvements). * At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI—empowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes.

What you’ll bring

Education And Work Experience * Bachelor’s Degree in Computer Science or related field. * At least 8 years of hands-on technical experience and 1 year of team management experience, collaborating with both internal and external teams. * Pragmatic problem solver, with strong critical thinking and ability to troubleshoot and resolve common IT and application issues. * Passion to work within a dynamic and fast-paced environment, handling multiple priorities and managing change effectively. * Experience of managing a geographically distributed global team. * Knowledge of ITIL or other IT service management frameworks. * Knowledge of of P&C Insurance domain is desirable. * Experience using cloud-based monitoring and observability platforms such as Datadog, AWS CloudWatch, Splunk or others to perform troubleshooting. * Ability to read / write SQL in order to perform data analysis, validate application behavior, and support troubleshooting and reporting needs. * Ability to read / write object oriented programing language such as Java / Gosu to debug issues.

Personal Qualities * Demonstrated ability to embrace AI and apply it to your current role as well as data-driven insights to drive innovation, productivity, and continuous improvement. * Strong interpersonal and communication skills (written and verbal). * Strong capacity to build and work with teams and collaborate across functions and breakdown silos. * Ability to work under pressure and meet deadlines, while maintaining a positive attitude and providing unmatched customer support. * Employ sound business judgment when making business decisions. * Use creative and innovative ways to solve problems. * Display a strong work ethic and do whatever it takes to get the job done. * Demonstrate strong follow-through and consistently keep commitments to customers and employees. * Display an understanding of the customer’s needs and a strong commitment to customer satisfaction. * Highly motivated and self-directed individual with the ability to drive process improvement. * Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service.

Other Requirements * 5 Days work week, including Saturday & Sunday coverage. * You will be part of a team that works together at our company office in Curitiba. * We provide 24x7 support to our customers, 24x7 on-call duty is expected.

Your Impact

We believe in clarity and setting you up for success. In your first months, you will get to know our products, platform, and support landscape, build relationships with your engineering and operations partners, and establish a clear operating rhythm for your team. You will take ownership of incident and request management, refine policies and procedures, and introduce data‑driven practices to surface trends and reduce recurring issues. As you mature the function, you will directly support PDO’s goals around operational excellence, AI‑enabled innovation, and customer success by improving reliability, shortening resolution times, and embedding automation and best practices into daily operations.

Over time, your leadership will influence how Guidewire’s customers experience our platform, how our internal teams collaborate, and how we collectively advance Guidewire’s mission to transform the way the world’s P&C insurers do business.

What’s in it for you

The people we employ give their all, and in return, we offer flexibility wherever we can, such as:

• Flexible work environment * Health and Wellness benefits * Paid time off programs including volunteer time off * Market-competitive pay and incentive programs * Continual development and internal career growth opportunities

About Guidewire Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540\+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.

As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600\+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.

For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.

Guidewire Software, Inc. is proud to be an We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success. Qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.