About DerbySoft

Connecting different businesses together is what DerbySoft’s all about. We make the travel business easier by developing intelligent technology services delivering superior performance for our customers around the globe. We’re passionate about empowering companies to achieve their goals and transforming how companies interact with their customers. 

DerbySoft has been recognized as a distinguished partner to the industry since 2002 offering strengths through exceptional technology and customer service with local operations globally. 

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours

Job Summary 

The Technical Service Engineer will research, diagnose, troubleshoot, and resolve alarms and answer internal and external customer requests. The TSE is responsible for working with different systems, software, and hardware and following standard procedures to escalate unresolved issues to appropriate internal departments while remaining accountable for the resolution or proper escalation of urgent online issues. 

Anticipated Schedule

Sunday – Thursday, nine (9) hour workday with an hour off for lunch. With availability to be available for Saturday if needed. Guaranteed 2 days off per week. This role will work holidays.

Key Responsibilities and Duties

• Monitor and take ownership of issues (with follow-ups). Use discretion and independent judgement to resolve alarms and service tickets under the pre-defined SLA. Track issues through to resolution within agreed time limits
• 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 developers)
• Provide prompt and accurate feedback to customers and internal teams
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• 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
• Serve as an individual our customers trust to provide timely and accurate solutions to their technical problems

Experience and Skills

• 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 C/C , HTTP, XML, JSON, SOAP required
• Experience with OpenSearch, Grafana and PQL is preferred
• Developer experience preferred
• Fluent in English required. Knowing some Mandarin is a plus
• 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

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 
• 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.