Technical Support Engineer

Job Title: Product Manager
Business Unit: Department of Connectivity Products and Technology
Location: Dallas
Supervisor Title:Technical Manager

Job Summary (Primary Purpose)

  • Provide first level technical support and preliminary investigation to customer issues and service requests

Key Responsibilities and Duties

  • Manage and track customers issues
  • Provide support for certification of customer integration
  • Provide timely response to incidents, outages and performance alerts
  • Troubleshoot customers issues using a variety of analytical and technical tools including developing innovative solutions and analyzing results.
  • Communicate technical issues (both verbal and written) in a manner that is easy for a non-technical audience to understand.

Experience and Skills

  • 3+ years of technical support, client support or systems support experience.
  • Bachelor’s degree or equivalent experience
  • Enterprise software support customer facing experience
  • Experience with supporting Java applications running on Linux
  • Strong knowledge of networking concepts (TCP/IP, DNS, etc.) and ability to troubleshoot complex networking issues in Linux
  • Knowledge of system administration a plus
  • Passionate, enthusiastic, energetic team player
  • Commitment to high quality
  • Ability to multi-task
  • Strong in problem solving and logical thinking

Performance Standards

  • Fluent in web service technology
  • Development experience preferred

About DerbySoft

Founded in 2002, DerbySoft is a Shanghai and Dallas-based technology company serving the global hospitality industry. The mission of the company is to facilitate a global distribution network utilizing direct connections between hospitality suppliers and their demand-side counterparts. The company’s infrastructure is globally distributed, and its partners include all of the world’s largest hotel companies, online travel agencies, metasearch engines, and other industry participants.

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Technical Support Engineer