Technical Service Engineer

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Founded in 2002, Derby Soft is a technology company that makes the travel business easier through industry‑leading technology. The company supports connectivity services at CRS and PMS levels, marketing services that use machine learning and rich data to drive high‑performing campaigns, and a content platform that collects, manages and distributes quality hotel content. Derby Soft serves partners in 197 countries from headquarters in Dallas, Texas, with offices in Barcelona, Tokyo and Shanghai.

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 procedures to assist users and for escalating unresolved issues to the appropriate internal departments while remaining accountable for their resolution.

• Monitor, troubleshoot, document and take ownership of issues, resolving tickets under the pre‑defined SLA using discretion and independent judgment.
• Analyze technical issues and locate root causes, collaborating with 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.

• Bachelor’s degree in Information Technology, Computer Science or a related field.
• At least 3 years of IT experience.
• Good understanding of XML, JSON and SOAP.
• English fluency required;
  Mandarin is a plus.
• Experience with Kibana/Open Search and Grafana is preferred.
• Experience with JIRA, Confluence, and Service Now is preferred.
• Previous experience in the travel industry is highly valued.
• Excellent listening, speaking and problem‑solving skills.
• Ability to diagnose and troubleshoot basic technical issues.
• Can work independently in a hybrid working model with little supervision.

• Create and maintain technical documentation for the shared knowledge base.
• Prioritize and manage multiple open issues simultaneously.
• Prepare accurate and timely reports.
• Anticipate customer needs by performing daily tasks to optimize connectivity quality.
• Document operational tool requirements to bridge the Business Operations and Development teams.
• Communicate clearly with both technical and non‑technical audiences.
• Follow standard procedures for proper escalation of unresolved issues.
• Serve as a trusted individual who provides timely and accurate solutions to customer technical problems.

• Competitive salary based on experience with annual and referral bonuses.
• Peer recognition programs.
• Health benefits.
• Pension plan.
• Transport and restaurant tickets.
• Free coffee.
• Option to work from home.
• Casual work environment focused on teamwork.
• Nice, comfortable office in the city center.

Please send CVs in English. No agency or contractor resumes will be accepted. The position does not sponsor visas, and relocation assistance is not provided.

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