Customer Success Software Solutions Engineer, Senior Analyst

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Customer Success Software Solutions Engineer, Senior Analyst

Who We Are Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) insurance industry. Our modern SaaS platform enables insurers to run agile, cloud-based operations and deliver better customer experiences.

Duck Creek is a flexible-first company, offering employees autonomy in how they manage their work. As part of our Flying Together approach, we are thoughtfully increasing opportunities for in-person collaboration by focusing on hiring in designated locations. This role is aligned to a specific location, and you’ll partner with your leader to participate in meaningful in-person moments that support team connection and collaboration.

About Vista Duck Creek Technologies is a portfolio company of Vista Equity Partners, a global investment firm that partners with mission-critical enterprise software and technology-enabled businesses to drive growth and operational excellence. As part of a Vista portfolio company, you’ll work in an environment backed by deep expertise, long-term investment, and a strong commitment to building market-leading businesses and meaningful careers.

Position Overview The Senior Analyst, Software Solutions Engineer, plays a critical role and is responsible for upgrading client applications to the latest base versions. This involves a thorough understanding of the current application landscape and the new version’s features and improvements. Post-upgrade, the engineer will identify, debug, and resolve any issues that arise. This ensures that the upgraded applications function seamlessly and meet client expectations. The engineer will analyze client code to identify base product deviations and determine what can be upgraded directly and what requires client confirmation. The Senior Analyst, Software Solutions Engineer will work closely with various departments, including development, quality assurance, and client support teams, to ensure a smooth upgrade process and effective issue resolution.

What You’ll Do

• Analyze and assess the impact of upgrades based on release notes and code changes for new release features. This involves understanding the nuances of each release and predicting how these changes will affect the existing applications.
• Analyze and debug custom and base code to develop effective workarounds or solutions for third-party implementation teams and customers, leveraging deep application expertise to quickly diagnose and resolve complex issues.
• Leverage Duck Creek upgrade tools to generate differential analysis and produce low-impact upgrade paths for Duck Creek customers.
• Operate with a high degree of independence, initiative, and accountability, proactively managing tasks and responsibilities with minimal supervision.
• Identify and implement automation opportunities or develop utilities to enhance the efficiency and effectiveness of software upgrades.
• Engage with customer counterparts to triage issues, provide technical guidance, and deliver effective solutions.
• Configuration with triaging capabilities in Policy/Claims/Party / Loss Control configurations.
• Reviews, Mentors and Shares knowledge with the team members.
• Proactively communicate issues and risks to the Technical Lead and Project Manager that may impact upgrade timelines and overall project schedules.
• Collaborate cross-functionally with development, quality assurance, and client support teams to ensure a seamless upgrade process and efficient issue resolution.
• Validate upgraded applications to ensure optimal functionality, stability, and alignment with client expectations.
• Perform additional duties and responsibilities as needed to support project success and organizational objectives.

• Act in accordance with and as a good steward of Duck Creek Technologies mission, vision, and core values:

• Mission: To empower insurers to reimagine the future of insurance
• Vision: To transform insurance technology, helping insurers be smarter, faster, and more efficient, and ultimately provide the best protection for people and businesses
• Values: We Prioritize Respect, We Listen, We Care, We Add Value, and We Lead

What You’ve Done

• Bachelor’s degree, or higher educational level, or foreign equivalent, in Computer Science strongly preferred
• 3+ years related industry experience in system development and implementation
• De…