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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Associate Manager Application Support - **Company:** Duck Creek Technologies - **Location:** Columbia, SC, United States (Remote available) - **Experience:** Expert - **Salary:** $97,500.0 - $139,300.0 - **Contract:** Permanent contract - **Skills:** Agile Methodology, Software Applications, Application Performance Management, Application Testing, Cloud Computing, Continuous Availability, DevOps, Monitoring of Systems, Information Technology Operations, Enterprise Software Applications, Information Technology, Performance Monitor - **Published:** September 27, 2026 - **Apply:** https://duckcreek.wd1.myworkdayjobs.com/duckcreekcareers/job/Remote-SC/Associate-Manager-Application-Support_REQID55199 ## About the Role * 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. PREFERRED: * 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. Knowledge, Skills, Abilities & Behaviors: * 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 for recording incidents and resolutions. * Ability to handle multiple tasks and priorities in a fast-paced environment. * Familiarity with enterprise software release cycles and deployment processes. * Understanding of Agile and DevOps methodologies as they relate to application support. * Customer service mindset, with a commitment to resolving issues promptly and efficiently. * Ability to escalate issues appropriately while ensuring proper resolution paths are followed. * Strong organizational skills, with attention to detail in tracking incidents and following through on resolutions. * Ability to collaborate effectively across departments, including product, infrastructure, and QA teams. * Adaptability to new technologies and ability to stay updated on system changes and improvements. * Analytical mindset, with an ability to assess incident trends and recommend long-term solutions. Work Environment & Other Requirements: * Travel: 10% * Work Authorization: Must be legally authorized to work in the country of the job location * Work Location: Boston, MA OR Columbia, SC OR Bolivar, MO ## Description The Application Support Associate Manager is responsible for providing advanced technical support and overseeing the resolution of complex incidents related to Duck Creek Technologies' software applications. This Associate Manager-level role operates above a Senior Analyst but below a Manager, focusing on monitoring application performance, ensuring uptime, and coordinating with internal teams to troubleshoot and resolve technical issues. This role plays a vital part in maintaining seamless application functionality across the business. Job Functions & Responsibilities: * 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 before they impact business operations. * Collaborate with development, infrastructure, and QA teams to resolve escalated technical issues. * Lead root cause analysis for critical incidents, documenting findings and implementing solutions to prevent future issues. * Coordinate application updates, patches, and releases, ensuring successful deployment with minimal disruption. * Maintain incident logs, reports, and documentation on resolution steps to build a knowledge base. * Analyze and assess support requests to identify trends and recurring issues, recommending improvements to support processes. * Utilize performance monitoring tools to track application uptime and performance, implementing necessary changes to enhance stability. * Ensure adherence to SLAs by tracking and managing response times, resolution timelines, and incident handling. * Support cross-functional teams during application testing phases, providing insights on potential issues and operational impact. * Develop and maintain detailed technical documentation and operational support guides. * Stay current with the latest updates and functionalities within Duck Creek applications to provide effective support. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [From DevOps to Scaled DevOps: How We’re Rebuilding Continuous Delivery as a Platform](https://www.wearedevelopers.com/videos/100018-from-devops-to-scaled-devops-how-we-re-rebuilding-continuous-delivery-as-a-platform) - [ShapeShift: Reinventing Agile for a B2B SaaS Scale-Up](https://www.wearedevelopers.com/videos/1655-shapeshift-reinventing-agile-for-a-b2b-saas-scale-up) - [Green Cloud Computing](https://www.wearedevelopers.com/videos/592-green-cloud-computing) - [The user in the eye of the Cargo1492 storm](https://www.wearedevelopers.com/videos/96-the-user-in-the-eye-of-the-cargo1492-storm) - [DevOps Maturity Check – a way to balance autonomy and alignment](https://www.wearedevelopers.com/videos/58-devops-maturity-check-a-way-to-balance-autonomy-and-alignment) ## Related Articles - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Find a Developer Job: 12 Best Job Sites For Developers](https://www.wearedevelopers.com/magazine/165-find-a-developer-job-12-best-job-sites-for-developers) - [Starter Kit For Job Applications For Developers](https://www.wearedevelopers.com/magazine/7-starter-kit-for-job-applications-for-developers)