Associate Support Engineer

Duckcreek (Chandigarh, CH, India) 6 days ago
  • 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, 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

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.

Duck Creek is a leading provider of comprehensive P&C insurance software and services for insurers of all sizes worldwide. Employing progressive technology, our solutions enable insurers to optimize outcomes and enhance engagement through advanced digital and data capabilities and integrated functionality that can be delivered via the cloud or on premise.


Associate Support Engineer

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