Technical Support Engineer

About 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.

Job Summary

The Technical Support Engineer will provide technical support, investigate urgent online issues, and answer customer requests.

Anticipated schedule: Sunday-Thursday or Tuesday-Saturday. Rotating schedule, (every two weeks): 7am-3pm and 11am-7pm (summertime 8am-4pm and 12pm-8pm). Weekend hours are as listed below.

Saturday: 9 am-5pm

Sunday: 9 am 5 pm or 11 am 7 pm

Key Responsibilities And Duties

• 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

Experience And Skills

• Bachelors degree in Information Technology, Computer Science, or relevant field required
• IT background with more than at least 3 years of working experience required
• Good understanding of C/C++, HTTP, XML, JSON, SOAP is required
• Experience with Kibana, Grafana and PQL is preferred.
• Development experience preferred
• Fluent in English required
• Fluent in Mandarin preferred, but not required
• Excellent listening and speaking skills.
• Excellent problem-solving skills with clear logic.
• Embraces challenges with a can-do attitude.
• Requires little to no supervision.

Performance Standards

• Effective organizational and time management skills
• Exceptional verbal, written and interpersonal communication skills, with a proven ability to interface with people across all levels of the organization and with external stakeholders
• Ability to work independently and across diverse teams, regions and time zones
• Ability to coordinate resources efficiently and effectively between diverse teams
• Ability to work outside of regular business hours to meet and coordinate with global teams

Benefits

• Generous Paid Time Off
• Competitive Pay
• Annual Bonus
• Referral Bonus
• Health, Dental & Vision Benefits
• Company provided Life Insurance Program
• Company provided Long Term Disability Benefits
• Voluntary Life
• Short-Term Disability
• Employee Assistance Program
• Company Matching Retirement Program

DerbySoft, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We also participate in E-Verify for anyone hired in the United States of America.

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