Associate Manager, Application Support

Duck Creek Technologies

. Provide advanced technical support for Duck Creek applications, troubleshooting incidents and resolving complex technical issues.

Posted 9/24/2026full-timeUnited StatesJuniorMid-Level💰 $78,200 - $122,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing advanced technical support for Duck Creek applications, with strong troubleshooting skills and a solid understanding of IT service management frameworks. Proficient in application performance monitoring and capable of collaborating effectively across cross-functional teams to enhance system stability and resolve complex issues.

Highest-signal resume keywords

Duck Creek Technologies ExperienceApplication Performance MonitoringITIL KnowledgeTechnical TroubleshootingIncident Management Practices

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Application SupportTechnical TroubleshootingIncident ManagementProblem ManagementDocumentation SkillsAgile MethodologiesDevOps MethodologiesIT OperationsSystem Health MonitoringRoot Cause Analysis

Soft Skills

Effective CommunicationCollaborationPrioritizationEscalation ManagementReport Writing

Tools & Technologies

Performance Monitoring ToolsEnterprise Software SolutionsCloud TechnologiesNetworking InfrastructureApplication Release Cycles

Industry Keywords

Insurance TechnologyIT Service ManagementTechnical SupportApplication TestingContinuous Availability

Tech Stack

Tools & technologies

CloudITSM

About the role

Key responsibilities & impact

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.
Collaborate with development, infrastructure, and QA teams to resolve escalated technical issues.
Lead root cause analysis for critical incidents and implement preventive solutions.
Coordinate application updates, patches, and releases with minimal disruption.
Maintain incident logs, reports, and resolution documentation.
Analyze support requests to identify trends and recommend support-process improvements.
Use performance monitoring tools to track uptime and performance and enhance stability.
Ensure adherence to SLAs by managing response times, resolution timelines, and incident handling.
Support cross-functional teams during application testing phases.
Develop and maintain technical documentation and operational support guides.
Stay current with updates and functionalities within Duck Creek applications.

Requirements

What you’ll need

Bachelor’s degree in Information Technology, Computer Science, or a related field.
3+ years of experience in application support, IT operations, or technical troubleshooting roles.
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 other related industries.
Strong troubleshooting skills, with an ability to resolve complex technical issues efficiently.
Knowledge of incident and problem management practices.
Proficiency in using 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 to resolve application issues.
Strong documentation and report-writing skills.
Familiarity with enterprise software release cycles and deployment processes.
Understanding of Agile and DevOps methodologies as they relate to application support.
Ability to handle multiple tasks and priorities in a fast-paced environment.
Ability to escalate issues appropriately while ensuring proper resolution paths are followed.
Ability to collaborate effectively across departments, including product, infrastructure, and QA teams.
Travel: 10%.
Must be legally authorized to work in the country of the job location.

Benefits

Comp & perks

Flexible work environment
Medical, dental, vision, life, and disability insurance
401(k) retirement plan with match (6% employer match up to $12,000 annually)
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
Paid holidays, vacation, and volunteer time
Employee Assistance Program (EAP)
Annual bonus compensation, subject to plan terms and individual eligibility