Join an amazing team that is consistently recognized for our achievements and culture, including our most recent Forbes award of being one of America's Best Midsize Employers for 2025!

Position Summary:

The Application Support Engineering Lead’s role is to lead the team to deliver support to end users in the organization about how to use various types of software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all internal customers, such as customers, operations, and other business units. The Application Support Engineer is also responsible for assisting in the design, delivery, and improvement of in-house software applications training programs and related courseware through feedback from external and internal customers.

State specific pay scales for this role are as follows:

$105,245 to $199,452  (CA, NJ, NY, WA, HI, AK, MD, CT, RI, MA)

Essential Job Functions:

• Resolve Production Support tickets: find workarounds and fixes to ensure business as usual for users. 10%
• Root Cause Analysis (RCA) - Identify which part of code and what exceptions are causing production support issues.  10%
• Monitor and provide required support on batch(es) and queue message(s) failure for Guidewire’s PolicyCenter (PC) and BillingCenter (BC) products. Identify workarounds to remediate these failures. Identify root cause(s) of such failure(s) and create defect(s). 10%
• Work with integrated teams (PMIS, CDC, On-base) to investigate issues spanning multiple applications. 5%
• Analyze Audit reports from integrated team for discrepancies. Find data fixes for such discrepancies, identify root cause(s) and create defects. 5%
• Support and resolve batch failures on a daily basis. 5%
• Find work around for tickets until root cause is fixed by Domain teams. 5%
• Support Critical and High Severity issue resolution (Problem tickets). 5%
• Monitor various Alerts related to Applications PC/BC. Alerts can be from AppDynamics, Splunk, Tivoli, other integrated systems. 5%
• Work with Production Support Business Analysts (BAs) on investigations of new incidents. 5%
• Collaborate with Domain Teams for issues that requires Development help (usually GoSu data fixes). 5%
• Develop SQL updates for fixing incidents. 5%
• Create data calls (SQL queries) daily/weekly for business SMEs for ongoing issues. 5%
• Conduct or support knowledge transfer from release teams to production support team. 5%
• Create data-fix limited or pre-approved standard Change Requests (CR’s) to schedule regular GOSU or SQL data updates. Create Change tasks within CR with exact step on and when to perform the tasks. 5%
• Support ongoing ‘Production Backup database’ refresh (dedicated prod support environment) twice a week. 5%
• On-call support on rotation basis. 5%
• Mentor, Lead, and Guide team members as needed. 5%
• Other functions may be assigned 

Education:

• Bachelor of Science with a degree in Computer Science, Information Systems, or related field

Experience:  

• At least 8 years experience related to Software Development.
• At least 8 years experience in SQL/ SQL Server technologies.
• At least 8 years experience with J2EE / Java.
• At least 4 years experience in Guidewire PolicyCenter or BillingCenter Development (Gosu/configuration/Integration).
• At least 2 years working with monitoring tools (App Dynamics/New Relic, Splunk).

Knowledge and Skills: 

• Knowledge of Software development lifecycle.
• Proficient in writing configurable, maintainable, and testable code in a highly collaborative environment.
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Able to develop and interpret technical documentation for training and end user procedures.
• Knowledge of trends in technology relating to software applications.
• Experience with building and maintaining databases for query and problem tracking.
• Good understanding of the organization’s goals and objectives.
• J2EE / Java, basis framework, basis design patterns and programming skills.
• Guidewire Policy and Billing Center framework and GOSU language.
• ANSI SQL.
• Unix/Linux basis commands for log monitoring.
• Service-Now incident management.
• Jira – defect management.
• IBM Tivoli job/batch management.
• AppDynamics – Application performance monitor.
• Splunk – machine generated data monitor.
• Microsoft Outlook, Excel, Word.

Personal Attributes

• Highly self-motivated and directed.
• Ability to absorb new ideas and concepts quickly.
• Good analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to conduct research into software development and delivery concepts, as well as technical application issues.
• Ability to present ideas in business-friendly and user-friendly language.
• Very strong customer service orientation.
• Excellent written, oral, interpersonal, and presentational skills.
• Experience working in a team-oriented, collaborative environment.
• Excellent teamwork and interpersonal skills.
• Ability to thrive in a cross-functional matrix environment.

Why choose a career at Mercury?

At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it.

Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life.

We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.

Learn more about us here: https://www.mercuryinsurance.com/about/careers

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We offer many great benefits, including:

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
• Medical, dental, vision, life, and pet insurance
• 401 (k) retirement savings plan with company match
• Engaging work environment
• Promotional opportunities
• Education assistance
• Professional and personal development opportunities
• Company recognition program
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more

Mercury Insurance is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state, or local law.