Job Description

Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek.   

WHO WE ARE:  

Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations. Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies.   

Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most. Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand. With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance.  

We have a flock of more than 1,800 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice to work from an office, from home, or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location.  

If working in a fast-paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries sounds exciting, let us know. We are excited you are considering Duck Creek as a future employer and hope you decide to join “The Flock”!  

To learn more about us, visit www.duckcreek.com and follow us on our social channels for the latest information – LinkedIn and Twitter. 

Title: Application Support Analyst

WHAT YOU’LL DO:

The Application Support Analyst is responsible for delivering technical support and troubleshooting for Duck Creek Technologies' software applications. This role focuses on managing daily support requests, monitoring system performance, and assisting with issue resolution. The analyst will work closely with cross-functional teams to ensure the efficient operation of the company's software applications.

• Provide first-line technical support for Duck Creek applications, responding to user inquiries and resolving incidents.
• Monitor application performance and system health to ensure optimal uptime and performance.
• Investigate and troubleshoot application issues, working to identify root causes and implement resolutions.
• Escalate complex issues to senior team members or specialized departments when necessary.
• Assist in the deployment of application updates, patches, and system enhancements.
• Document incidents, troubleshooting steps, and resolutions for future reference in support knowledge bases.
• Work with internal teams to identify recurring issues and recommend long-term solutions to improve system performance.
• Perform routine maintenance tasks such as monitoring logs, conducting system checks, and applying patches.
• Utilize monitoring tools to track system performance metrics and identify potential risks or performance bottlenecks.
• Collaborate with application development and infrastructure teams to resolve issues and implement new features.
• Ensure adherence to established service level agreements (SLAs) for response and resolution times.
• Participate in training sessions and stay up to date on system updates, application changes, and new functionalities.

WHAT YOU’VE DONE:

REQUIRED:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 1-2 years of experience in application support, IT operations, or a similar technical support role.

PREFERRED:

• Experience with Duck Creek Technologies products or similar enterprise software.
• Knowledge of IT service management frameworks such as ITIL.
• Experience in the insurance technology sector or related industries.

Knowledge, Skills, Abilities & Behaviors: Bulleted list of descriptors and technical skills describing the REQUIRED KSABs, not listed in competencies above, to perform the role.

• Strong problem-solving and troubleshooting skills, with an ability to resolve basic application issues.
• Knowledge of application monitoring tools and system health metrics.
• Strong written and verbal communication skills to effectively document incidents and collaborate with team members.
• Ability to work under pressure and manage multiple tasks in a fast-paced environment.
• Understanding of IT environments, including basic networking, infrastructure, and cloud technologies.
• Ability to escalate complex issues and collaborate with senior staff to resolve them.
• Familiarity with enterprise software release cycles and deployment processes.
• Knowledge of incident, problem, and change management processes.
• Customer-oriented mindset, focused on providing prompt and effective technical support.
• Strong organizational skills, with attention to detail in managing incident logs and troubleshooting steps.
• Ability to adapt to changing technologies and stay updated on new features and system enhancements.
• Basic knowledge of Agile and DevOps methodologies as they relate to application support.
• Ability to work independently and in a team, supporting larger initiatives and projects as needed.
• Analytical skills to evaluate performance trends and suggest improvements in application support processes.
• Strong commitment to continuous learning and development in application support best practices.

Other Requirements:

• Travel: 10-25%
• Work Authorization: Legally authorized to work in the country of the job location.

WHAT WE STAND FOR:  

Our global company celebrates & leverages the differences each employee brings to the table. Our success is a direct result of an inclusive culture where opportunities to learn from one another occur regardless of title, seniority, or background. This collaborative and team-oriented approach is at the core of how we operate and continuously improve our products, services, and systems.  As such, Duck Creek is committed to providing equal opportunity to all employees and applicants – to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, gender, religion, sexual orientation, age, national origin, disability, marital, military, or any other protected status.  

We strive to be an example to the world of inclusion, diversity, and equity in all things – where employees are free to be their authentic selves in the workplace and in the communities in which we live. We believe in leading by example and are proud of the diversity of our team and our shared commitment to our Core Values: We Prioritize Respect; We Listen; We Care; We Add Value; and We Lead.

To learn more about our inclusive company culture, values, DE&I initiatives, and people, please visit: https://www.duckcreek.com/life-at-duck-creek/. 

Please let us know if you encounter accessibility barriers with our web content by sending an email to accessibility@duckcreek.com. 

Privacy Notice: By submitting your application, you acknowledge that Duck Creek Technologies may collect and process your personal data for recruitment purposes in accordance with our Privacy Notice and applicable data protection laws.

Duck Creek Technologies does not accept, nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes.  

#LI-Remote

#LI-HT1

uck Creek Technologies supports a Flex First work environment and employs team members across Canada. To support transparency and consistency, we maintain defined compensation ranges based on validated market data, internal equity, and regional considerations.

The expected salary range for this position is between $53,600 and $76,500 CAD, which reflects a good-faith estimate of the compensation range Duck Creek Technologies would expect to pay for this role at the time of posting.

Actual compensation is determined based on a variety of factors, including job-related skills, experience, qualifications, internal equity, and geographic location, in accordance with applicable provincial laws.

This position may also be eligible for annual bonus compensation, subject to plan terms and individual eligibility.

Duck Creek Technologies is committed to pay transparency and complies with applicable provincial pay transparency requirements.

Duck Creek Technologies believes in the safe, ethical, and responsible use of artificial intelligence. We may use AI-assisted tools to support parts of the recruitment process, such as reviewing applications, identifying relevant skills, and organizing candidate information.

AI tools are used to assist—not replace—human judgment. All AI-assisted outputs are reviewed by a Duck Creek team member, and final hiring decisions are always made by people. Candidates should be comfortable working in environments where AI is used responsibly to enhance business processes.

Duck Creek Technologies offers a comprehensive benefits package for Canadian employees, which includes:

• 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)

Benefit eligibility and specific offerings may vary based on role, location, and applicable provincial requirements.

The application window for this position will remain open until the role is filled or a sufficient number of qualified candidates have been identified.