Technical Support Engineer

Come join a dynamic team that is changing the face of the Airline industry! We are looking for a detail oriented Technical Support Engineer to work with our launch customer to help debug a brand new system. Working with the Tech Support Lead, you will be responsible for answering requests for support, triaging issues for escalation and providing outstanding customer service. You will also have the opportunity to put in place quality metrics and processes for ongoing customer support.

Responsibilities:

• Participate in bug evaluation and escalation efforts for both internal and external customers
• Develop, report and communicate quality metrics
• First line of defense for customer problem reports
• Handle intake, logging, and review of incoming customer product inquiries via phone, email, and web
• Provide outstanding customer service by effectively troubleshooting complex software
• Duplication, research, resolution, and testing on confirmed defects as well as research and data validation for general technical questions
• Research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements
• Interface with QA, Development, Product Management and Customers as needed to resolve customer issues
• Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers and record these resolutions for general use
• Become knowledgeable of the customer base and the airline industry
• Test and document all aspects of a case necessary to escalate incidents to Quality Assurance and/or Development team
• Timely and professional customer interaction (both verbal and written) throughout case resolution

Qualifications:

• Proven ability to organize large amounts of data and shepherd to appropriate resolution
• Previous experience in customer support and/or quality assurance required
• UNIX experience preferred
• Proven ability in defect maintenance
• Java knowledge highly preferred
• Automated testing experience preferred
• Travel industry knowledge a plus

Special Knowledge/Skills Required:

• Demonstrated diplomacy when working with a variety of audiences with conflicting viewpoints
• Able to understand and explain complex technical issues
• Strong problem-solving and analytical skills
• Strong QA Methodology knowledge and understanding
• Excellent written, verbal, and interpersonal skills
• Meticulous quality focus and attention to detail
• Exceptional customer management and communication skills as required to understand customer needs and ensure clarity on status of difficult technical problems
• Confidence to participate and contribute within a fast-paced, technically aggressive, highly skilled and collegial development team

How to Apply
If you are interested in this position, please send your resume to us via this link. An ITA Software recruiter will review your qualifications and contact you if there is a fit with our needs.

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