Customer Success Software Solutions Engineer, Senior Analyst - Policy

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Customer Success Software Solutions Engineer, Senior Analyst-Policy

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 Customer Success Software Solutions Engineer, Senior Analyst-Policy, 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 deviations and determine what can be upgraded directly and what requires client confirmation.

The Customer Success Software Solutions Engineer, Senior Analyst-Policy 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

• Meticulously 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.
• Debugs custom code and base code to provide workarounds or solutions to third-party implementation teams or customers. This requires a deep understanding of the application and the ability to quickly diagnose and resolve issues.
• Leverage Duck Creek upgrade tools to generate differential analysis and produce low-impact upgrade paths for Duck Creek customers.

• Leverage AI-driven tools and processes to identify automation opportunities and reduce manual effort across product upgrade and certification activities.
• Apply strong product implementation knowledge and technical expertise to effectively support product upgrade and certification processes

• Expected to act independently, demonstrating initiative and self-reliance in managing their tasks and responsibilities.
• Identify opportunities to automate processes or develop utilities that assist in faster and more effective upgrades.
• Interacts with customer counterparts to triage issues and present solutions.
• Reviews, Mentors and Shares knowledge with the team members.
• Informs the Technical Lead and Project Manager of any issues and risk that may affect overall upgrade schedules.

• 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:
  • 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

Education and Work Experience:

• • Bachelor’s degree, or higher educational level, or foreign equivalent, in Computer Science strongly preferred
  • Minimum 3 years’ related industry experience in system development and implementation
  • Demonstrated proficiency in Analysis, Development, and Triage.
  • Demonstrated proficiency and implementation experience in any of the Duck Creek Policy Product

• Strong understanding of Duck Creek Policy concepts such Policy Transactions and Policy Forms
• Hands-on development experience with C#, .NET, SQL Server, XML/XSLT, REST/SOAP APIs, and Duck Creek extensibility/configuration
• Hands- on experience of Duck Creek Policy debugging tools like Trace Monitor, TSV Monitor etc.
• Experience with SQL query development, stored procedures, database troubleshooting, and performance optimization
• Demonstrated proficiency in Insurance domain knowledge

Skills, Knowledge, Abilities, and Behaviors

• Knowledge of insurance products a plus
• Experience/knowledge of P&C Insurance software applications a plus
• Experience/knowledge of software development life cycle for P&C insurance software a plus

• Experience developing and troubleshooting integrations between Duck Creek Policy and external systems.
• Good to have knowledge in TFS, GitHub and GIT workflow.           

• Strong analytical and problem-solving skills
• Excellent communication skills, verbal and written
• Experience in Duck Creek Policy upgrades/certifications and assessing customizations, integrations, and compatibility

CORE COMPETENCIES

Our team is built on strong core values that guide how we work and grow together. We prioritize clear and thoughtful communication, fostering open collaboration across diverse perspectives to achieve shared goals. We approach challenges with curiosity and critical thinking, seeking creative solutions while remaining adaptable in a fast-changing environment. We take accountability for our work and outcomes, holding ourselves to high standards of integrity and professionalism. Above all, we are committed to doing the right thing—treating others with respect, embracing continuous learning, and engaging inclusively across cultures and backgrounds.

LEARN MORE

- Company Website – Transforming Insurance with Duck Creek's SaaS Solutions
- Life at Duck Creek – Life at Duck Creek - Duck Creek
- Benefits & Rewards – Wellbeing & Rewards - Duck Creek

LOCATION & WAYS OF WORKING

Duck Creek is a flexible-first company, offering employees autonomy in how they manage their day-to-day 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 are expected to reside within reasonable proximity to that location. You will partner with your leader to participate in meaningful in-person moments that support team connection, collaboration, and business priorities.

At the start of your employment, your work may be performed remotely, subject to business needs and company guidelines. As our Flying Together approach continues to evolve, you may be expected to transition to a hybrid work arrangement, including working from a designated office location on a schedule determined by your leader and organizational needs.

The Company reserves the right to modify your work arrangement, including location expectations and in-person requirements, based on business needs, organizational policy, or regulatory considerations.

WHAT WE STAND FOR

Our global team values the unique perspectives each employee brings. Our success is driven by an inclusive culture where everyone can learn from one another, regardless of role or background. This collaborative approach helps us continuously improve our products, services, and systems.
Duck Creek is committed to equal opportunity for all employees and applicants, with decisions based on skills, experience, and achievements—without regard to any protected status.
We strive to lead by example in inclusion, diversity, and equity, creating an environment where employees can be their authentic selves. Our values guide us: We Prioritize Respect, We Listen, We Care, We Add Value, and We Lead.
To learn more: https://www.duckcreek.com/life-at-duck-creek/

AI STATEMENT

To ensure an equitable and consistent process, candidates are expected to complete all interviews based on their own knowledge and experience. The use of AI tools during interviews is not permitted.

PRIVACY NOTICE

By submitting your application, you acknowledge that Duck Creek Technologies may collect and process your personal data – Refer Privacy Notice 

NOTICE

Duck Creek Technologies does not accept agency resumes.