Summary

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.

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.

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.

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.