Duck Creek Technologies

Technical Customer Success

• Upgrade client applications to the latest base versions
• Analyze application landscapes, release notes, and code changes to assess upgrade impacts
• Identify, debug, and resolve post-upgrade issues
• Analyze client code to distinguish direct upgrades from changes requiring client confirmation
• Debug custom and base code and provide workarounds or solutions to implementation teams and customers
• Use Duck Creek upgrade tools to generate differential analyses and low-impact upgrade paths
• Leverage AI-driven tools and processes to identify automation opportunities and reduce manual effort
• Support product upgrade and certification processes using product implementation knowledge and technical expertise
• Develop utilities and automate processes to make upgrades faster and more effective
• Interact with customer counterparts to triage issues and present solutions
• Review, mentor, and share knowledge with team members
• Inform the Technical Lead and Project Manager about issues and risks affecting upgrade schedules
• Collaborate with development, quality assurance, and client support teams
• Perform other duties and activities as required

Customer Success Engineer – Software Configuration, Billing

Support Engineer

• Deliver technical support and troubleshooting for Duck Creek Technologies' software applications
• Provide first-line technical support, respond to user inquiries, and resolve incidents
• Monitor application performance and system health to ensure optimal uptime and performance
• Investigate application issues, identify root causes, and implement resolutions
• Escalate complex issues to senior team members or specialized departments
• Assist with deploying application updates, patches, and system enhancements
• Document incidents, troubleshooting steps, and resolutions in support knowledge bases
• Identify recurring issues and recommend long-term solutions to improve system performance
• Perform routine maintenance, monitor logs, conduct system checks, and apply patches
• Use monitoring tools to track performance metrics and identify risks or bottlenecks
• Collaborate with application development and infrastructure teams to resolve issues and implement new features
• Adhere to established service level agreements for response and resolution times
• Participate in training and stay current on system updates, application changes, and new functionalities

Application Support Analyst

Cloud Engineer

• Design, implement, and optimize cloud infrastructure and services supporting global software solutions
• Solve complex cloud engineering challenges through advanced technical expertise and cross-functional collaboration
• Shape cloud practices and drive technical excellence across teams and projects
• Analyze complex systems and troubleshoot distributed applications
• Perform root cause analysis and contribute to continuous improvement
• Manage and optimize cloud costs
• Perform other duties and activities as required
• Act in accordance with Duck Creek Technologies’ mission, vision, and core values

Cloud Engineer I

• Design, implement, and optimize cloud infrastructure and services supporting Duck Creek’s global SaaS insurance solutions
• Solve complex cloud engineering challenges using advanced technical expertise and cross-functional collaboration
• Shape cloud practices and drive technical excellence across teams and projects
• Analyze complex systems and troubleshoot distributed applications
• Perform root cause analysis and pursue continuous improvement
• Manage and optimize cloud costs
• Perform other duties and activities as required
• Act in accordance with Duck Creek Technologies’ mission, vision, and core values

Billing Specialist

• Define and own Duck Creek’s billing product strategy and roadmap
• Own invoicing, payment processing, commissions, collections, disbursements, reconciliation, and automation capabilities
• Act as general manager for the product, owning strategy, execution, and financial outcomes
• Translate insurer billing practices, payment preferences, financial controls, and regulatory considerations into product capabilities
• Lead product discovery with customers and internal stakeholders
• Serve as primary product steward for billing and finance personas
• Lead application-level decision-support and AI-enabled capabilities for payment optimization, collections prioritization, anomaly detection, and exception handling
• Partner with data science and analytics teams to integrate explainable models, scores, and insights into billing workflows
• Guide adoption of straight-through processing with transparency, exception handling, and escalation paths
• Ensure billing workflows, financial transactions, and recommendations are auditable, compliant, and governed
• Partner with Engineering and Architecture on scalable, technically sound billing capabilities
• Collaborate with Product Marketing, Sales, Finance, and Professional Services on value articulation, enablement, and product positioning
• Operate as an individual contributor with significant judgment and autonomy

Principal Product Manager – Billing

Events

• Lead the end-to-end planning, execution, and post-event evaluation of assigned trade shows and sponsored industry conferences
• Support customer, partner, executive, and larger internal events such as the Formation Customer or User Conference and Go-to-Market Kick-Off
• Develop detailed event plans covering timelines, milestones, budgets, staffing, stakeholders, deliverables, and execution requirements
• Translate marketing and sales objectives into event strategies supporting brand awareness, demand generation, engagement, and thought leadership
• Manage sponsorship deliverables, exhibitor requirements, booth design and production, signage, shipping, registration, speaker support, and on-site logistics
• Oversee attendee experience, staffing, catering, audiovisual needs, and run-of-show execution
• Partner with cross-functional teams on event strategy, promotion, campaign integration, and execution
• Serve as primary contact for organizers, vendors, agencies, venues, sponsors, partners, and associations
• Manage event budgets, expenses, purchase requisitions, invoices, reconciliation, and budget adherence
• Collaborate with Marketing Operations and Sales on registration, lead capture, sales meetings, follow-up, and reporting
• Measure attendance, engagement, leads, meetings, opportunities, pipeline influence, feedback, and operational effectiveness
• Maintain project plans, creative briefs, production schedules, run-of-show materials, trackers, and post-event reports
• Identify risks, dependencies, process gaps, and improvement opportunities
• Help develop scalable event processes, templates, vendor practices, reporting standards, and planning tools

Customer Success Engineer – Software Configuration, Billing

Application Support Analyst

Cloud Engineer I

Cloud Engineer I

Principal Product Manager – Billing

Associate Manager, Events