Support Engineer I
Duck Creek
Chandigarh
1h ago
source : Shine
  • Communicates directly with the customer(s) via web meetings and incident tracking workflow
  • 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 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 2 or higer
  • Leverages Duck Creek utilities such as JIRA, 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
  • Codes and debugs low to moderate complexity incidents with moderate to significant oversight from Support Engineer 2 or higher
  • 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
  • Optionally act as a Skills Lead for Associate Support Engineer and Senior Associate Support Engineer team members to mentor and provide annual performance feedback
  • 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
  • Identifies upgrade efficiencies including improvements to automation and tooling
  • Develops and executes tests including PowerShell, Regression Runner and Selenium based automation tools
  • Requires minimal direction and minimal oversight; Acts independently
  • Perform 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.

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