Customer Success Engineer (Upgrades)

Duck Creek Technologies • Columbia, SC

3d • Hybrid

About The Position

Duck Creek Technologies LLC is hiring a Customer Success Engineer (Upgrades) for a hybrid position based out of its office at 1441 Main Street, Suite 400, Columbia, SC 29201. The employee will work both from home and from the office and must live within a reasonable commuting distance. The position does not require travel.

The Customer Success Engineer serves as a technical liaison to senior customer and internal stakeholders, provides technical status updates, and supports escalations. The role coordinates across Duck Creek teams and implementation partners to ensure architecture, platform configuration, and technical standards are implemented successfully. It also supports solution architecture documentation, environment readiness, technical troubleshooting, and adherence to Duck Creek standards and cloud operating practices, while promoting accountability, customer focus, automation, and engineering process improvements.

Requirements

• Bachelor's degree in Computer Science, Computer Applications, Information Technology, Software Engineering, or Computer Engineering.
• 10 years of progressively responsible post-baccalaureate experience in the job offered, as an Application Specialist/Lead, Developer, or in a related solution architecture position.
• 10 years of experience implementing software applications and/or conducting architecting activities.
• 8 years of experience implementing P&C insurance software and acting as a technical or solution architect.
• 8 years of experience with XML, XSD, XSLT, Webservices, C#, .NET Framework and .NET Core, MVC, Entity Framework, SQL, Visual Studio, Angular JS, Java Script, and PowerShell Script.
• 6 years of experience with DevOps, CI/CD, and release management, designing deployment and go-live strategies involving Octopus/Jenkin.
• 6 years of experience using SaaS-related infrastructure along with Microsoft Azure, Virtual Machines, and Azure Active Directory.
• 6 years of experience operating in a P&C insurance customer/client success capacity.
• 3 years of experience communicating project status to senior customer leadership and internal stakeholders.
• Must live within a reasonable commuting distance of the Columbia, South Carolina office.

Responsibilities

• Act as a liaison to senior customer and internal stakeholder leadership, lead technical status updates, and support customer and internal technical escalations for assigned customers.
• Coordinate across Duck Creek teams to ensure integration patterns, platform configuration requirements, and technical standards defined by Enterprise Architecture, SaaS Operations, and Product teams are implemented successfully by Duck Creek and partner implementation organizations, with oversight from the assigned CSE.
• Collaborate with Duck Creek and system integrator senior managers to support solution success and improve operational efficiency through automation and the maturation of engineering standards, technical processes, and tools that enable Customer Success and revenue objectives.
• Promote accountability and engineering-focused customer centricity to meet Duck Creek and customer technical and business objectives.
• Support customer and system integrator development and maintenance of Project Technical Solution Architecture documents, including agreed solution architecture, scope, interface and API design, impacted components, integration dependencies, technical risks, performance considerations, trade-offs, and reuse opportunities.
• Manage environment dependencies with OnDemand and cloud operations teams to ensure required environments, integrations, and infrastructure components are delivered and maintained in a timely and performant manner through provisioning, configuration, and integration readiness.
• Work directly with system integrator technical teams and client engineering resources to provide architectural guidance, support troubleshooting, and ensure adherence to Duck Creek technical standards, integration methodologies, and cloud operating practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior