Platform Support DBA III

Guidewire is looking for a proactive and solution-driven Cloud Platform Support DBA to join our dynamic Platform Support team. The Platform Support DBA will work collaboratively within the Product Development Operations (PDO) team, serving our customers in both Guidewire Cloud and on-premise environments. This role requires a keen understanding of our platform, backed by the continuous learning provided by Guidewire Education, Product Development, and Cloud Engineering teams. You will be learning new and exciting AWS processes as we embrace our journey to the cloud. In addition, you will learn additional database platforms which will expand your skills in both database administration, performance tuning, and Cloud Computing. The successful candidate will be part of the Product Development Operations (PDO) organization working in a hybrid environment that delivers 24x7 service to customers who are using our software in the Guidewire Cloud.

• Function as a primary contact to research, address, and promptly fulfill Database requests and resolve cases in adherence to team standards, thereby ensuring we meet and exceed customer satisfaction. Provide support for the Oracle, Microsoft SQL Server and Aurora (MySQL/PostgreSQL) production and non-production databases.
• Document and maintain technical articles, including troubleshooting guides, knowledge base articles, and runbooks, in order to meet objectives for customer request fulfillment and issue resolution.
• Develop and maintain in-depth knowledge of our database through company-sponsored training and experience
• Assist in daily administration activities including setup, configuration and monitoring of databases to ensure backups, availability and performance are all maintained to the highest standards.
• Tuning, troubleshooting and production support for database environments deployed in multi-AZ AWS environments both on the EC2 and RDS/Aurora platforms.
• Monitor and work Salesforce/ JIRA ticket queue for requests to make schema changes, security changes, execute scripts against the databases and refresh non-production databases.
• Collaborate with the application development and support teams on process bottlenecks and provide database tuning to ensure optimal performance. Develop and maintain strong relationships with customers and stakeholders, acting as a trusted advisor and technical point of contact.
• Assist the support staff to troubleshoot SQL and any other database errors.
• Report weekly to management about abnormalities and critical issues; provide root cause analysis and recommendations; work with infrastructure team, application team and/or other teams for problem resolutions, following the escalation path if needed.
• Contribute to an environment that encourages information sharing, team-based resolution activity, cross-training, and an absolute focus on doing what is best for the customer

• Bachelor s Degree in Computer Science (or a related STEM field), or related experience
• General desktop with Windows and Linux server experience.
• 5+ years experience in database administration
• 3+ years experience in Oracle, MySQL, MSSQL or other database scripting language
• Deploying or migrating databases into AWS (ec2 or RDS) or any hands-on experience working with AWS .
• Highly proficient in one or more of these RDBMS technologies:
  • AWS RDS/Aurora MySQL
  • AWS RDS/Aurora PostgreSQL
  • AWS RDS Oracle
  • MS SQL Server
• Working knowledge of one or more database high availability scenarios such as:
  • AWS Multi-AZ database deployments
  • MS SQL Server Always on Availability Groups
  • Oracle Data Guard
• Knowledge of one or more database data replication tools such as:
  • AWS DMS/DMT
  • MS SQL Server transactional replication
  • Oracle Golden Gate
• Unix/Linux general administration skills and/or bash/python/powershell scripting a distinct advantage
• Knowledge of ANSI SQL Language (SELECT, INSERT, UPDATE, DELETE, JOIN, WHERE, etc ).
• Strong analytical, communication both written and verbal and quality control skills.
• Ability to manage multiple tasks with different deadlines.
• Detail oriented, self-motivated and uses sound judgment.
• A team player who works well with others.
• Desire to learn and improve your skills.
• Experience in working with AWS services, such as EC2, S3, RDS, and (Kubernetes) ECS/EKS, to deploy and manage Java applications in a cloud environment is a plus.
• Experience solving problem software code and reporting progress; preference for experience with a commercial customer incident tracking or CRM like Salesforce.com
• Experience using a software defect tracking system such as JIRA preferred
• Skills to read and interpret application server log files
• 3+ years experience working directly with customers or key internal partners; preference for support for a B2B software company
• Outstanding troubleshooting skills; ability to think critically and display an aptitude for problem-solving
• We provide 24x7 support and while the many of our shifts are Monday through Friday during daytime hours, we rotate shifts monthly so there will be some evening and weekend shifts included in order to cover after-hours production emergencies
• Read, write, and speak fluent English. Score bonus points if you can also have skills in another language such as French or German

• You enjoy teaching and being a mentor to others
• Good communication and presentation skills
• Display a strong work ethic and do whatever it takes to get the job done
• A highly positive can-do attitude with a knack for being a team player
• Excellent communication skills and ability to explain complex technical concepts to a varied audience
• Demonstrate strong follow-through and consistently keep commitments to customers and employees

• Competitive Market Salary
• Bonus
• FlexWork options
• Group Medical Insurance
• Annual Wellness Reimbursement
• 15 days paid annual leave(Earned leave)
• 26 weeks paid maternity leave
• 16 weeks paid paternity leave
• 3 paid days volunteering and many more