Database Support Engineer

Résumé du poste

You will serve as the primary technical owner for customer-facing database environments on AWS, ensuring high availability, security, and performance. The role involves managing database lifecycles, troubleshooting complex issues, and collaborating with cross-functional teams to implement schema and configuration changes.

Détails du poste

Summary Our Product Development and Operations (PDO) organization builds and runs the cloud platform that powers the world’s most trusted P&C insurance software, enabling insurers to operate securely and at scale. PDO focuses on operational excellence and transformative innovation in AI, cloud, and data to ensure every customer solution is reliable, performant, and compliant. You’ll join a collaborative, globally distributed team that values inclusive culture, continuous improvement, and disciplined operations. As a Platform Support Database Administrator III, you will be a key technical owner for our customer-facing database environments on AWS, ensuring they are performant, secure, and highly available. You’ll use your expertise in Oracle RDS, Aurora PostgreSQL, and Microsoft SQL Server to troubleshoot complex issues, optimize performance, and guide schema and configuration changes in partnership with application, infrastructure, and support teams. This role is ideal for someone who enjoys being a trusted advisor, thrives in a high-impact production environment, and wants to contribute directly to Guidewire’s cloud, AI, and data platform priorities in PDO. Job Description What you’ll do Serve as the primary point of contact for database-related incidents and service requests, ensuring timely research, response, and resolution while meeting or exceeding service-level and customer satisfaction targets. Provide operational support and lifecycle management for Oracle RDS, Aurora PostgreSQL, and Microsoft SQL Server in AWS multi-AZ environments, across both EC2 and RDS/Aurora platforms. Perform performance tuning, root-cause troubleshooting, and production support for mission-critical databases, collaborating closely with application and infrastructure teams to reduce high-impact incident resolution times in line with PDO reliability goals. Assist with daily administration including database setup, configuration, security hardening, monitoring, and backup/restore processes to maintain availability, data integrity, and compliance with internal standards. Own and action Salesforce ticket queues for schema and security changes, script execution, and non-production refreshes; coordinate change control using Jira for safe, auditable deployments. Create and maintain high-quality technical documentation—runbooks, knowledge base articles, and troubleshooting guides—that support operational excellence and cross-training across PDO and support teams. Partner with development and support teams to identify database-related bottlenecks and implement tuning or design recommendations that align with Guidewire’s broader AI-, cloud-, and data-driven platform strategy, helping P&C insurers modernize and improve efficiency. 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 Required 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. Solid hands-on experience administering and supporting large-scale relational databases, including at least two of: Oracle (preferably RDS), Aurora PostgreSQL, and Microsoft SQL Server, in production environments. Strong knowledge of AWS database services (RDS, Aurora, EC2-hosted databases), including backup and recovery strategies, monitoring, and security best practices in multi-AZ deployments. Proven ability to troubleshoot complex SQL and database issues (locks, deadlocks, slow queries, memory and I/O contention) and implement effective performance tuning. Experience working with ticketing and change management tools such as Salesforce (for request queues) and Jira (for change control), with a disciplined approach to documentation and approvals. Strong communication and stakeholder management skills, with the ability to act as a trusted technical advisor to internal teams and, when needed, directly with customers. Collaborative, customer-centric mindset with a track record of contributing to knowledge sharing, cross-training, and team-based problem solving. Comfort working in a hybrid, distributed environment and coordinating across time zones to support global customers. Preferred Experience supporting databases in a SaaS, cloud platform, or high-availability production environment, ideally within enterprise software or FinTech/InsurTech. Familiarity with automation and scripting (e.g., Python, Shell, PowerShell, or similar) to streamline database operations, monitoring, and incident response. Exposure to security and compliance practices (e.g., encryption, access controls, audit logging) aligned with frameworks such as NIST CSF, reflecting PDO’s focus on secure, scalable operations. Understanding of CI/CD practices and how database changes integrate into broader release pipelines. Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent practical experience. Your Impact We believe in clarity and setting you up for success. In your first months, you will immerse yourself in Guidewire’s cloud platform, PDO priorities, and our customers’ database landscapes, shadowing senior team members, reviewing existing runbooks, and taking ownership of a subset of production and non-production environments. As you progress, you’ll independently lead incident investigations, reduce recurring issues through automation or design improvements, and drive measurable improvements in database performance, availability, and time-to-resolution—all of which support PDO’s goals around operational excellence, N-2 compliance, and secure, efficient platform operations. Over time, your expertise will help shape best practices, influence how we leverage AI and data within our database operations, and directly contribute to Guidewire’s mission to transform how P&C insurers do business through secure, reliable, AI-powered cloud solutions that help insurers adapt and thrive. 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 All new hires participate in our in-person orientation process, designed to connect you with our culture of determination, collaboration, and continuous improvement, and to set you up for a successful adventure at Guidewire. The Canadian CAD base salary range for this full-time position is 99,000.00 - 124,000.00. Your base pay will depend on your experience, skills, education, training, and location among other factors. All full-time positions or part-time roles working 30 hours or more a week at Guidewire are eligible for benefits that support their health and well-being including health, dental, and vision insurance, paid time off, and a company sponsored retirement plan. In addition, some roles may be eligible for the annual company bonus plan, commissions, and/or long term incentive awards which are contingent on a variety of factors including, but not limited to, company and employee performance. 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 equal opportunity and affirmative action employer. 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.

Ce que vous ferez

You will serve as the primary technical owner for customer-facing database environments on AWS, ensuring high availability, security, and performance. The role involves managing database lifecycles, troubleshooting complex issues, and collaborating with cross-functional teams to implement schema and configuration changes.

Exigences

Candidates must have solid hands-on experience administering large-scale relational databases like Oracle, Aurora PostgreSQL, or SQL Server in production environments. Strong knowledge of AWS database services and a proven ability to perform root-cause analysis and performance tuning are essential.

Avantages

• Health insurance • Dental insurance • Vision insurance • Paid time off • Retirement plan • Annual company bonus plan • Long term incentive awards • Flexible work environment

Compétences indiquées

• Technical Documentation · Souhaitée
• SQL · Souhaitée
• Incident Management · Souhaitée
• Jira · Souhaitée
• Troubleshooting · Souhaitée
• Amazon Web Services · Souhaitée
• Salesforce · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Oracle RDS
• Aurora PostgreSQL
• Microsoft SQL Server
• AWS
• Database administration
• Performance tuning
• Troubleshooting
• SQL
• Salesforce
• Jira
• Cloud platform operations
• Technical documentation
• Incident management
• Security hardening
• Backup and recovery
• Influencing Skills
• Workplace Inclusivity
• Pipelines
• Cloud Services
• Financial Technology (FinTech)
• Influencing Without Authority
• CI/CD
• NIST Cybersecurity Framework (CSF)
• Curiosity
• Time Off Management
• Use Diversity of Perspectives
• Emerging Technologies
• Research
• Access Controls
• Artificial Intelligence
• Amazon Web Services
• Amazon Elastic Compute Cloud
• Systems Engineering
• JIRA
• Auditing
• Automation
• Change Control
• Change Management
• Customer Service
• Software As A Service (SaaS)
• Communication
• Computer Science
• Continuous Improvement Process
• Data Integrity
• Database Administration
• Relational Databases
• Encryption
• Development Environment
• Incident Response
• Employee Performance Management

Domaines d’emploi

• Technology
• Software
• Data & Analytics
• Customer Service & Support
• Engineering
• IT Database Administrator
• Database Administrator
• Database Designers and Administrators
• Database Administrators