Application Support Analyst

🕒 September 18

🇨🇦 Canada – Remote

💵 $53.6k - $76.5k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Duck Creek Technologies

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

🛡️ Insurance

☁️ SaaS

🏢 Enterprise

💰 $230M Private Equity Round on 2020-06

Insurance • SaaS • Enterprise

Duck Creek Technologies is a leading provider of comprehensive software solutions for the insurance industry, specifically focusing on property and casualty (P&C) insurance. Their platform offers a suite of core system solutions, including policy, billing, claims, and analytics. With a strong emphasis on low-code configurability, Duck Creek enables insurers to quickly implement changes and launch new products to meet market needs. The company also emphasizes partnerships with leading technology innovators to deliver enhanced customer experiences and streamline operations for insurers around the world.

📋 Description

• Maintain active ticket ownership and demonstrate strong closure habits and quality expectations • Provide first-line technical support for Duck Creek applications • Respond to user inquiries and resolve incidents • Investigate and troubleshoot application issues, identify root causes, and implement resolutions • Support day-to-day ticket operations, reduce backlog, and improve service delivery • Escalate complex issues to specialized departments • Document incidents, troubleshooting steps, and resolutions in support knowledge bases • Identify recurring issues and recommend long-term solutions to improve system performance • Collaborate with application development and infrastructure teams to resolve issues and implement new features • Maintain response time, communication standards, and a professional approach to customer resolution • Participate in training sessions and stay current on system updates, application changes, and new functionalities • Perform other duties and activities as required

🎯 Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field • 2-5 years of experience in application support, IT operations, or a similar technical support role • Legally authorized to work in the country of the job location • Strong problem-solving and troubleshooting skills • Strong written and verbal communication skills • Understanding of IT environments, including basic networking, infrastructure, and cloud technologies • Familiarity with enterprise software release cycles and deployment processes • Knowledge of incident, problem, and change management processes • Basic knowledge of Agile and DevOps methodologies as they relate to application support • SQL Server and advanced SQL knowledge, including T-SQL, replication, troubleshooting, and performance analysis • Working knowledge of Azure Portal and core Azure services • Working knowledge of IIS • Working knowledge of SSO and SAML-based authentication • Working knowledge of REST APIs and web services; experience with Postman and Swagger/OpenAPI • Working knowledge of FTP/SFTP, XML/XSLT, and PowerShell • Ability to read and understand application code, including .NET, JET, HTML, and JavaScript • Ability to work independently and in a team • Ability to adapt to changing technologies and commit to continuous learning

🏖️ Benefits

• Flexible work environment • Employer-sponsored health, dental, and vision benefits • Life and disability insurance • Retirement savings support, including an RRSP program (3% employer match) • Paid statutory holidays, vacation, and other paid leaves in accordance with applicable provincial standards • Employee Assistance Program (EAP) • Annual bonus compensation may be available, subject to plan terms and individual eligibility • Travel: 10-25%

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