Technical Service Engineer

hace 2 semanas

Barcelona, España DerbySoft A tiempo completo

Job Title: Technical Service Engineer
Location: Barcelona, Spain
Supervisor Title: Manager, Technical Services

*
What is Derbysoft?*
Founded in 2002, DerbySoft is a technology company whose mission is to make the travel business easier through industry leading technology that empowers travel industry services. The company supports technology for Connectivity Services at the CRS and PMS levels, Marketing Services which uses machine learning and rich data to drive high-performing marketing campaigns and a Content platform that collects, manages and distributes quality hotel content. DerbySoft’s technology empowers the travel industry around the globe. Headquartered in Dallas, Texas, USA and with offices in Barcelona, Tokyo and Shanghai, DerbySoft serves partners in 197 countries around the world.

*
What will you do?*
The* DerbySoft Technical Service Team* is responsible for providing professional technical service to both internal and external clients as long as optimizing technical operation efficiency via bridging between the Business Team and the Engineering Team. As the **Technical Service Engineer**, this role will work closely with clients, partners and the Engineering Team to provide key services, including investigating urgent and daily issues, responding to customer requests and coordinating internal resources, to reach the goal of “Best Customer Satisfaction” and improve operational efficiency to the best practice.
- Monitor and handle urgent issues (with follow-ups) to resolve them under the pre-defined SLA
- Analyze technical issues and locate root causes to solve problems with the cooperation of other teams
- Anticipate customer needs by performing daily tasks to optimize quality of connectivity
- Document operation tools requirements to bridge Business Operation team and internal Development teams
- Communicate technical issues (both verbal and written) in a manner that is easy for a non-technical audience to understand

*
What do we need?*
- 5+ years of customer service/support experience, at least 3 years of technical support experience is a must.
- IT related industry, Hospitality industry or OTA industry working experience is preferred.
- Bachelor’s degree in Information Technology, Computer Science, or relevant field is required.
- Good understanding of **XML, JSON, SOAP** is required.
- Experience in **Kibana**, **Grafana **and **PQL **is preferred.
- Excellent oral and written English communication skills. Mandarin and Catonese is a plus.
- Excellent problem-solving skills with clear logic.
- Ability to work independently and across diverse teams, regions and time zones

*
Why work with Derbysoft?*
- We offer competitive salary based on experience, annual bonuses and referral bonuses
- Peer recognition programs
- Health benefits
- Free coffee (To recharge your batteries)
- Pension plan
- Transport and restaurant tickets
- Working from home
- Casual work environment where teamwork is key
- Nice and comfy office at the city center (Diagonal)
- Work with passionate experts who will share their knowledge and help you develop and grow

*
Please send CV’s in ENGLISH*
**Please Note**:

- **No agency or contractor resumes accepted**:

- **No Visa Sponsorships for this position**:

- **No relocation assistance

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