Technical Service Engineer

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.

DerbySoft has this opportunity and more with our online travel and hospitality industry software that we support around the world This position is in a new team that will deliver cutting-edge solutions and will be responsible for the technical components for development, optimization, and user testing for our connectivity platform.  

What will you do?

The Technical Service Engineer (TSE) will document, diagnose, troubleshoot and resolve Service Incidents and Service Requests from both internal and external customers. The TSE is responsible for working with different CRM platforms, tools and following standard procedures to escalate unresolved issues to appropriate internal departments while remaining accountable for their resolution.

• Monitor, troubleshoot, document and take ownership of issues using discretion and independent judgment to resolve tickets under the pre-defined SLA. 

• Analyze technical issues and locate root causes to solve problems with the cooperation of other teams as needed.

• Properly escalate unresolved issues to appropriate internal teams (e.g. Software Development)

• Provide prompt and accurate feedback to internal and external stakeholders.

What do we need?

• Bachelors' degree in Information Technology, Computer Science, or relevant field required.

• IT background with more than 3 years of working experience required.

• Good understanding of XML, JSON, SOAP required.

• English fluency required. Any level of Mandarin will be highly valued.

• Experience with Kibana/OpenSearch, Grafana is preferred.

• Experience with JIRA, Confluence and ServiceNow is preferred.

• Previous experience in the Hospitality or Travel Industry will be highly valued.

• Excellent listening and speaking skills.

• Excellent problem-solving skills with clear logic.

• Ability to diagnose and troubleshoot basic technical issues.

• Embraces challenges with a "can-do" attitude.

• Requires little to no supervision under a hybrid working model.

What do you have to bring to the table?

• Create and maintain our shared Knowledge Base technical documentation.

• Prioritize and manage several open issues at one time.

• Prepare accurate and timely reports.

• 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.

• Capacity to tailor language to both non technical and technical audiences.

• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

• Serve as an individual our customers trust to provide timely and accurate solutions to their technical problems.

Why work with Derbysoft? 

• We offer competitive salary based on experience, annual bonuses and referral bonuses

• Peer recognition programs 

• Health benefits

• Pension plan

• Transport and restaurant tickets

• Free coffee (To recharge your batteries)

• 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