Associate Manager Application Support

Duck Creek Technologies•Bay Area, CA, CA

3d•$78,200 - $139,300

About The Position

The Application Support Associate Manager provides advanced technical support and oversees resolution of complex incidents involving Duck Creek Technologies software applications. This Associate Manager-level role operates above a Senior Analyst and below a Manager, monitoring application performance, supporting uptime, and coordinating with internal teams to troubleshoot and resolve technical issues. The position helps maintain seamless application functionality across the business. The role is based in Boston, MA; Columbia, SC; or Bolivar, MO, and requires 10% travel. Candidates must be legally authorized to work in the country of the job location. The position is eligible for annual bonus compensation. Expected salary ranges vary by candidate location: $97,500–$139,300 for specified high-cost metropolitan areas; $93,000–$132,800 for specified metropolitan areas and states; $88,300–$126,000 for specified states; and $78,200–$122,300 for all other U.S. locations. Final compensation depends on job-related skills, experience, qualifications, internal equity, and location. Duck Creek Technologies describes itself as a flexible-first employer, empowering employees to work from an office, from home, or on a hybrid schedule. Benefits include medical, dental, vision, life, and disability insurance; a 401(k) retirement plan with employer match; flexible spending and health savings accounts; paid holidays, vacation, and volunteer time; and an Employee Assistance Program. Benefits eligibility and offerings may vary by role and location.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field.
At least 3 years of experience in application support, IT operations, or technical troubleshooting roles.
Strong troubleshooting skills and ability to resolve complex technical issues efficiently.
Knowledge of incident and problem management practices.
Proficiency with 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.
Strong documentation and report-writing skills.
Ability to manage 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 and commitment to resolving issues promptly and efficiently.
Ability to escalate issues appropriately and follow proper resolution paths.
Strong organizational skills and attention to detail when tracking incidents and following through on resolutions.
Ability to collaborate across product, infrastructure, and QA teams.
Adaptability to new technologies and ability to stay updated on system changes and improvements.
Analytical mindset and ability to assess incident trends and recommend long-term solutions.
Must be legally authorized to work in the country of the job location.

Nice To Haves

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 related industries.

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 affect business operations.
Collaborate with development, infrastructure, and QA teams to resolve escalated technical issues.
Lead root cause analysis for critical incidents, document findings, and implement solutions to prevent recurrence.
Coordinate application updates, patches, and releases to support successful deployment with minimal disruption.
Maintain incident logs, reports, and resolution documentation to build a knowledge base.
Analyze support requests for trends and recurring issues, and recommend support-process improvements.
Use performance monitoring tools to track application uptime and performance, implementing changes to improve stability.
Ensure adherence to SLAs by tracking and managing response times, resolution timelines, and incident handling.
Support cross-functional teams during application testing, providing insights on potential issues and operational impact.
Develop and maintain technical documentation and operational support guides.
Stay current with updates and functionalities in Duck Creek applications.

Benefits

Flexible work environment, with the choice to work from an office, from home, or on a hybrid schedule.
Medical insurance.
Dental insurance.
Vision insurance.
Life insurance.
Disability insurance.
401(k) retirement plan with employer match of 6%, up to $12,000 annually.
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
Paid holidays.
Paid vacation.
Paid volunteer time.
Employee Assistance Program (EAP).
Annual bonus compensation, subject to plan terms and individual eligibility.