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

• Demonstrated proficiency in Analysis, Development, and Triage.

• Demonstrated proficiency and implementation experience in any of the Duck Creek suite of products.

• Demonstrated proficiency in .NET, C#, Angular, Node JS, Azure DevOps/ GitHub. and MSSQL, SQL server Database.

• Demonstrated proficiency in any IDE.

• Demonstrated proficiency in Insurance domain knowledge.

Skills, Knowledge, Abilities, and Behaviors

• Knowledge of Azure Portal (Key Vault, Storage, File Storage, Azure Function Apps), CI/CD pipeline, Azure DevOps, Octopus, Jenkins, PowerShell, AWS is a plus.

• 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 with systems integration (Policy, Billing, Claims, DMS, Reinsurance, Loss Control, third-party systems) a plus

• Good to have knowledge in TFS, GitHub and GIT workflow.

• Knowledge of insurance products a plus.

• Knowledge of Power BI Reporting, MirrorMe and SQL Yuniql Tool is 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.

• Effective communication, both verbal and written; includes the ability to express ideas clearly, listen actively, and collaborate with colleagues and clients.

• Work effectively in teams, build positive relationships, and contribute to achieving common goals; includes the ability to recognize and incorporate a broad range of diverse perspectives.

• Can analyze complex situations, identify problems, ask important questions, and generate creative solutions; involves critical thinking, adaptability, and the ability to make informed decisions.

• Willingness to accept responsibility for your actions and work; ability to set and achieve meaningful outcomes for oneself.

• Can adapt to change, embrace new technologies, and learn quickly; embracing a growth mindset, being flexible and open to different approaches is highly valued.

• Skilled at making informed and timely decisions; they gather relevant information, analyze it objectively, consider different perspectives, and take decisive action.

• Successfully handles challenges, setbacks, and pressure; can bounce back from adversity, stay calm under pressure, and inspire resilience in others.

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.