Sr. Associate 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 1,800 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. 

WHAT YOU’LL D

This role is responsible for providing technical support, troubleshooting, and resolution of issues related to Duck Creek applications. The individual will work closely with internal teams and external stakeholders to ensure smooth application functionality and minimal downtime.  

Job Description

• Provide first or second-level application support, investigating and resolving issues reported by users. 
• Analyze application logs, database queries, and system behavior to diagnose root causes of incidents. 
• Collaborate with DBA, infrastructure, and Engineers teams to implement solutions and enhancements. 
• Monitor system performance and proactively identify potential issues before they impact business operations. 
• Support deployment and post-deployment validation of application updates and patches. 
• Document troubleshooting steps, issue resolutions, and knowledge base articles for future reference. 
• Escalate unresolved or critical issues to the appropriate teams while maintaining ownership until resolution. 
• Assist in implementing automation scripts and monitoring tools to improve support efficiency. 
• Work with business users to understand application-related challenges and provide timely resolutions. 
• Ensure compliance with service level agreements (SLAs) and maintain high availability of applications. 
• Participate in on-call support rotations, providing after-hours assistance as needed. 
• Contribute to continuous improvement initiatives by suggesting process enhancements and optimizations. 

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.

WHAT YOU’VE DONE

QUALIFICATIONS/REQUIREMENTS

Education and Work Experience:

• Bachelor’s degree in Computer Science, Information Technology, or a related field. 
• 2+ years of experience in application support, IT operations, or a related role. 
• Hands-on experience with SQL, application logs, and debugging tools. 
• Preferred
• Experience supporting Duck Creek applications or other enterprise software platforms. 
• Knowledge of cloud-based environments, such as AWS or Azure. 
• ITIL certification or experience working in an ITIL-based support environment. 
• Skills, Knowledge, Abilities, and Behaviors: 
• Strong problem-solving and analytical skills to diagnose technical issues. 
• Ability to handle multiple support tickets and prioritize based on impact. 
• Knowledge of application architecture, including web services and databases. 
• Excellent communication skills to interact with both technical and non-technical stakeholders. 
• Ability to work independently and within a team in a fast-paced environment. 
• Experience using ticketing systems such as ServiceNow  
• Familiarity with monitoring tools and log analysis platforms. 
• Basic scripting knowledge (e.g., PowerShell, Python) for automation purposes. 
• Strong attention to detail in troubleshooting and documenting solutions. 
• Ability to remain calm and focused under pressure during incident resolution. 
• Willingness to learn and adapt to new technologies and methodologies. 
• Customer-oriented mindset with a proactive approach to issue resolution. 
• Understanding of IT security principles related to application support. 
• Strong time management and organizational skills. 
• Ability to collaborate effectively with cross-functional teams. 

 Other Requirements:

Travel: 0-10%

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.

WHAT WE STAND FOR 

Our global company celebrates & leverages the differences each employee brings to the table. Our success is a direct result of an inclusive culture where opportunities to learn from one another occur regardless of title, seniority, or background. This collaborative and team-oriented approach is at the core of how we operate and continuously improve our products, services, and systems.  As such, Duck Creek is committed to providing equal opportunity to all employees and applicants – to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, gender, religion, sexual orientation, age, national origin, disability, marital, military, or any other protected status. 

We strive to be an example to the world of inclusion, diversity, and equity in all things – where employees are free to be their authentic selves in the workplace and in the communities in which we live. We believe in leading by example and are proud of the diversity of our team and our shared commitment to our Core Values: We Prioritize Respect; We Listen; We Care; We Add Value; and We Lead.

To learn more about our inclusive company culture, values, DE&I initiatives, and people, please visit: https://www.duckcreek.com/life-at-duck-creek/

Please let us know if you encounter accessibility barriers with our web content by sending an email to accessibility@duckcreek.com.

Duck Creek Technologies does not accept, nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes.

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