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 DO
The Customer Success Engineering Senior Analyst plays a key role in supporting workload management, ensuring smooth technical operations, and driving customer satisfaction within Duck Creek Technologies' SaaS ecosystem. This role involves collaborating with internal and external stakeholders to resolve technical challenges, ensure compliance with best practices, and maintain the performance and reliability of client environments. Operating at the intersection of technical expertise and customer engagement, the Senior Analyst ensures seamless communication and technical execution for assigned accounts and projects.
Job Description:
-
Provide technical support to project teams to design solutions within the boundaries of SaaS architecture and resolve technical issues related to Azure components.
-
Deliver ongoing guidance to implementation teams, ensuring compliance with Duck Creek OnDemand processes and best practices.
-
Implement standard Authentication and Authorization mechanisms to support SSO for customers (like Azure B2C).
-
Implement branching strategy and guiding customer/SI on CI/CD best practices supported at Duck Creek.
-
Act as the primary technical liaison for customer communication, bridging Service Managers and customers.
-
Maintain and validate Customer Technical Runbook information across clients and Duck Creek OnDemand.
-
Create and update client environment documentation to reflect current configurations.
-
Collaborate with Account Managers and SI Team Leads to ensure adherence to Duck Creek OnDemand processes and procedures.
-
Manage environment dependencies with other OnDemand teams, ensuring timely and performant resolution.
-
Interface directly with SI teams and client resources, offering technical guidance and support.
-
Ensure contingency plans are established and executed during software releases.
-
Maintain high availability and disaster recovery (DR) plans for client environments.
-
Work with Account Managers to measure and ensure compliance with monthly Service Level Agreements (SLAs).
-
Utilize tools like Dynatrace, Grafana, and Splunk to identify performance or code issues within Duck Creek OnDemand software.
-
Build a knowledge base of common issues and failures to eliminate repeatability and reduce recovery time for customer incidents. Perform all other duties and activities as required.
-
Act in accordance with and as a good steward of Duck Creek Technologies mission, vision, and core values
.
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:
-
REQUIRED
-
High School Diploma or GED equivalent.
-
2+ years in a customer-facing technical role, with a demonstrated focus on technical problem-solving Hands-on experience with .NET (or Java) and Azure (or AWS) frameworks.
-
Proficiency in SQL Server and Windows Server.
-
Experience with Azure DevOps and container management using Kubernetes.
-
Minimum of 2 years of experience in cloud environments (Azure/AWS).
-
Bachelor’s degree in a technical discipline or equivalent professional experience in network administration, computer programming, or information systems.
-
Certifications in Azure, AWS, or relevant cloud technologies.
-
Experience with enterprise SaaS platforms and multi-platform architecture.
-
Familiarity with microservices, containers, and Infrastructure as Code best practices.
-
Exposure to the P&C insurance industry or similar domains.
Knowledge, Skills, Abilities & Behaviors:
-
Strong understanding of SaaS-related infrastructure and cloud-native architectures.
-
Expertise in performance monitoring tools such as Dynatrace, Splunk, or similar technologies.
-
Solid knowledge of software development best practices, including Microservices, Containers, and Infrastructure as Code.
-
Proven ability to analyze complex technical issues and provide clear solutions.
-
Excellent verbal and written communication skills, enabling effective collaboration with diverse stakeholders.
-
High attention to detail, with the ability to create accurate and thorough documentation.
-
Emphasis on customer success and a results-oriented mindset.
-
Ability to work independently and manage multiple priorities in a dynamic, fast-paced environment.
-
Strong problem-solving skills, with a focus on creative and efficient resolutions.
-
Familiarity with High Availability (HA) and Disaster Recovery (DR) principles.
-
Knowledge of cloud computing environments and containerization platforms.
-
Experience with enterprise applications and infrastructure.
-
Adaptability and willingness to learn new technologies and methodologies.
-
Team-oriented mindset with a focus on collaboration and shared success..
Other Requirements:
Travel: 0-10%
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 [email protected].
Duck Creek Technologies does not accept, nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes.
