Senior Site Reliability Engineer

SummaryPOSITION OVERVIEWAt Guidewire, we make software that offers Property and Casualty (P&C) Insurance companies the tools to take care of their customers when they need it the most, whether that’s a time of crisis, a natural disaster, an accident, or exposure to cyber risks. We build the core applications that insurance companies use to sell and underwrite policies, settle claims, and bill their customers. We also have a portfolio of innovative products serving the needs of P&C insurance companies in areas such as data management, digital online portals, and predictive analytics. We run these products on the Guidewire Cloud Platform, and we help hundreds of insurance providers all over the world to handle billions of dollars of business.We are proud to be voted a Top Cloud Employer on Glassdoor by our own employees and positioned as a market leader by industry experts like Gartner. We have a fun work environment and a culture that lives by our core values of integrity, rationality, and collegiality.About The RoleAt Guidewire, we believe that great technology is powered by great people. We’re searching for a Japan based Senior Site Reliability Engineer who not only brings deep technical expertise but also thrives on engaging with customers, partners, and cross-functional teams. In this customer-facing role, you will ensure the smooth, reliable operation of our flagship cloud platform and InsuranceSuite products—all while championing a customer-first mindset.If you’re passionate about automating complex systems and equally enthusiastic about building genuine human connections, we want to hear from you.Job Description業務内容顧客中心のコラボレーション： テクニカルアンバサダーとして、お客様と直接連携し、ニーズの理解、懸念事項への対応、そしてシステムがお客様のビジネス目標達成をサポートできるよう支援します。 社内チームおよびお客様と連携し、設計レビュー、本番環境準備状況の確認、インシデント発生後の分析に携わり、サービス品質を継続的に向上させます。技術的卓越性と信頼性： 製品開発チームや他のSREチームと緊密に連携し、マイクロサービスアプリケーションの信頼性、パフォーマンス、効率性を向上させます。 可観測性および監視ツールからのデータを分析し、お客様中心のシステム全体の運用指標を最適化します。 技術ソリューションとトレーニング資料を開発、文書化、共有することで、同僚を支援し、一貫性のある高品質なサポートを提供します。イノベーションと自動化： SaaSマルチテナント・インフラストラクチャにおける定型業務とシステムメンテナンスの自動化を主導し、技術面と顧客体験の両面で24時間365日体制の運用を実現します。 インシデント管理を改善するツールとプロセスを開発・改良し、問題が顧客に影響を与える前に予防策を推進します。 Guidewireでは、好奇心、イノベーション、そしてAIの責任ある活用を重視する文化を育んでいます。これにより、チームは新興技術とデータに基づくインサイトを継続的に活用し、生産性と成果を向上させることができます。部門横断的なパートナーシップ： エンジニアリング、製品開発、サポートなど、多様なチームと連携し、新機能をシームレスに統合し、顧客からのフィードバックに関するオープンな対話を維持します。 技術的な課題を解決するだけでなく、カスタマージャーニー全体を向上させるコードと戦略的アイデアを提供します。あなたについて技術的スキル： コンピュータサイエンスまたは関連分野の学士号を取得し、Bash、Python、Goのいずれか、または複数の言語に精通していること。 本番環境（Java/Apache/Tomcat）でのWebアプリケーションのサポート経験があり、Linuxシステム、AWS、コンテナオーケストレーション（Docker、Kubernetes/EKS）に関する深い知識を有していること。 IaC（Terraform/Terragrunt/Terraspace）、DevOps/Gitopsツール（Git、Bitbucket、Flux CD、TeamCity）、オブザーバビリティプラットフォーム（Datadog、CloudWatch、PagerDuty）に関する経験を有していること。顧客重視のコミュニケーション能力： 日本語能力 技術スキルに加え、社内および顧客との直接のやり取りにおいて、複雑な概念を分かりやすく説明できる優れたコミュニケーション能力を有していること。 メンターシップに情熱を持ち、チーム間の指導とコラボレーションにやりがいを感じ、常に顧客体験を最優先に考えます。 他者との交流を楽しみ、トラブルシューティングの才能に恵まれ、お客様の成功を支援したいという純粋な情熱に突き動かされています。意欲と適応力： 問題解決能力と「何度も行う必要がある場合は、自動化する」という信念を持つ、実行力のある方。 新しいテクノロジーやプロセスに迅速に適応し、高度にダイナミックで顧客中心の環境における変化するニーズに対応します。 出張（最大25%）を許容し、顧客、パートナー、ベンダーと積極的に連携して継続的な改善を推進します。AIに精通： AIを積極的に活用し、業務に応用する能力、そしてデータドリブンなインサイトを活用してイノベーション、生産性、そして継続的な改善を推進する能力を実証しています。What You’ll DoCustomer-Centric Collaboration:Serve as a technical ambassador, working directly with customers to understand their needs, address concerns, and ensure our systems support their business goals.Participate in design reviews, production readiness checks, and post-incident analyses with both internal teams and customers to continuously improve service quality.Technical Excellence & Reliability:Collaborate closely with product development and other SRE teams to enhance the reliability, performance, and efficiency of our microservices applications.Analyze data from observability and monitoring tools to optimize operational metrics across our customer-focused systems.Develop, document, and share technical solutions and training materials to empower your colleagues and ensure consistent, high-quality support.Innovation & Automation:Lead efforts to automate routine tasks and system maintenance on our SaaS multi-tenant infrastructure, ensuring 24x7x365 operations that meet both technical and customer experience benchmarks.Create and refine tooling and processes that improve incident management, driving proactive measures to prevent issues before they affect our customers.At Guidewire, we foster a culture of curiosity, innovation, and responsible use of AI—empowering our teams to continuously leverage emerging technologies and data-driven insights to enhance productivity and outcomes.Cross-Functional Partnership:Work alongside diverse teams—engineering, product development, and support—to integrate new features seamlessly and maintain an open dialogue about customer feedback.Contribute code and strategic ideas that not only solve technical challenges but also enhance the overall customer journey.Who You AreTechnically Proficient:You hold a Bachelor’s Degree in Computer Science or a related field and have solid experience with Bash, Python, and/or Go.You’ve supported web applications in live production environments (Java/Apache/Tomcat) and have a deep understanding of Linux systems, AWS, and container orchestration (Docker, Kubernetes/EKS).You’re experienced with IaC (Terraform/Terragrunt/Terraspace), devops/gitops tools (Git, Bitbucket, Flux CD, TeamCity), and observability platforms (Datadog, CloudWatch, PagerDuty).Customer Focused & Communicative:Japanese proficiencyBeyond your technical skills, you’re a strong communicator who can explain complex concepts in a relatable way—both internally and when speaking directly with customers.You’re passionate about mentorship and thrive on teaching and collaborating across teams, always putting the customer’s experience at the forefront.You enjoy engaging with others, have a natural knack for troubleshooting, and are driven by a genuine desire to help customers succeed.Driven & Adaptable:You’re a problem solver with a can-do attitude who believes that “if you have to do something more than once, automate it.”You adapt quickly to new technologies and processes, ensuring that you can meet the evolving needs of a highly dynamic, customer-centric environment.You’re comfortable with travel (up to 25%) and are eager to interface with customers, partners, and vendors to drive continuous improvement.AI Fluency:Demonstrated ability to embrace AI and apply it to your role as well as using data-driven insights to drive innovation, productivity, and continuous improvement.JOIN USIf you’re excited by the challenge of ensuring robust, customer-focused operations in a rapidly evolving tech landscape, and you’re as comfortable writing code as you are engaging with clients, then you’ll thrive at Guidewire. Apply today to make a direct impact on the reliability of our systems—and on the success of our customers.About GuidewireGuidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.Guidewire Software, Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success. Qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.