TITLE: Associate Manager Application Support

WHAT YOU’LL DO:

The Application Support Associate Manager is responsible for providing advanced technical support and overseeing the resolution of complex incidents related to Duck Creek Technologies’ software applications. This Associate Manager-level role operates above a Senior Analyst but below a Manager, focusing on monitoring application performance, ensuring uptime, and coordinating with internal teams to troubleshoot and resolve technical issues. This role plays a vital part in maintaining seamless application functionality across the business. 

Job Functions & Responsibilities: 

• Provide advanced technical support for Duck Creek applications, troubleshooting incidents and resolving complex technical issues. 

• Monitor application performance and system health to ensure continuous availability and identify potential disruptions before they impact business operations. 

• Collaborate with development, infrastructure, and QA teams to resolve escalated technical issues. 

• Lead root cause analysis for critical incidents, documenting findings and implementing solutions to prevent future issues. 

• Coordinate application updates, patches, and releases, ensuring successful deployment with minimal disruption. 

• Maintain incident logs, reports, and documentation on resolution steps to build a knowledge base. 

• Analyze and assess support requests to identify trends and recurring issues, recommending improvements to support processes. 

• Utilize performance monitoring tools to track application uptime and performance, implementing necessary changes to enhance stability. 

• Ensure adherence to SLAs by tracking and managing response times, resolution timelines, and incident handling. 

• Support cross-functional teams during application testing phases, providing insights on potential issues and operational impact. 

• Develop and maintain detailed technical documentation and operational support guides. 

• Stay current with the latest updates and functionalities within Duck Creek applications to provide effective support. 

WHAT YOU’VE DONE: 

REQUIRED: 

• Bachelor’s degree in Information Technology, Computer Science, or a related field. 

• 3+ years of experience in application support, IT operations, or technical troubleshooting roles. 

PREFERRED: 

• Experience with Duck Creek Technologies products or similar enterprise software solutions. 

• Knowledge of IT service management frameworks, such as ITIL. 

• Experience in the insurance technology sector or other related industries. 

Knowledge, Skills, Abilities & Behaviors:  

• Strong troubleshooting skills, with an ability to resolve complex technical issues efficiently. 

• Knowledge of incident and problem management practices. 

• Proficiency in using application performance monitoring tools. 

• Strong understanding of IT environments, including networking, infrastructure, and cloud technologies. 

• Ability to communicate effectively with technical and non-technical teams to resolve application issues. 

• Strong documentation and report-writing skills for recording incidents and resolutions. 

• Ability to handle multiple tasks and priorities in a fast-paced environment. 

• Familiarity with enterprise software release cycles and deployment processes. 

• Understanding of Agile and DevOps methodologies as they relate to application support. 

• Customer service mindset, with a commitment to resolving issues promptly and efficiently. 

• Ability to escalate issues appropriately while ensuring proper resolution paths are followed. 

• Strong organizational skills, with attention to detail in tracking incidents and following through on resolutions. 

• Ability to collaborate effectively across departments, including product, infrastructure, and QA teams. 

• Adaptability to new technologies and ability to stay updated on system changes and improvements. 

• Analytical mindset, with an ability to assess incident trends and recommend long-term solutions. 

Work Environment & Other Requirements: 

• Travel: 10%      
• Work Authorization: Must be legally authorized to work in the country of the job location
• Work Location: Boston, MA OR Columbia, SC OR Bolivar, MO

Actual compensation for this role is determined based on a variety of factors, including job-related skills, experience, qualifications, internal equity, and geographic location, where permitted by law.

For reference, the expected salary range for this position is generally positioned as follows based on candidate location:

• 97,500 – 139,300: Candidates living in the Boston, New York City–Newark, Los Angeles, San Francisco/Bay Area, Seattle, or Washington, DC metropolitan areas
• 93,000 – 132,800: Candidates living in Chicago, Dallas–Fort Worth, Houston, Minneapolis, or Philadelphia metropolitan areas, or in Colorado, Connecticut, Maryland, Rhode Island, or Vermont
• 88,300 – 126,000: Candidates living in Georgia, Michigan, North Carolina, New Hampshire, Oregon, or Wisconsin
• 78,200 – 122,300: For all other U.S. locations

This position is also eligible for annual bonus compensation, subject to plan terms and individual eligibility.

Final compensation will be determined based on the factors outlined above and in accordance with applicable law.

Duck Creek Technologies offers a comprehensive benefits package, which includes:

• Flexible work environment
• Medical, dental, vision, life, and disability insurance
• 401(k) retirement plan with match (6% employer match up to $12,000 annually)
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Paid holidays, vacation, and volunteer time
• Employee Assistance Program (EAP)

Benefits eligibility and offerings may vary based on role and location.

The application window for this position will remain open until the role is filled or a sufficient number of qualified candidates have been identified.