Customer Consulting Engineer

From Orbitz to Continental, Cheaptickets to America West and Alitalia, and many more, the websites of online travel are powered by ITA Software. How did ITA Software, a growing company founded in 1996 by MIT computer scientists, come to dominate this fast-growing sector? With great technology, great business development, and great people.


Every individual in our 250+ person company has a substantial impact on ITA Software's success. With plans to increase our staff by at least 50% this year, we are looking for people who thrive in a culture that is socially relaxed, yet hard-working and technically superlative.

 

As a Customer Consulting Engineer, you will be the front line of defense to answer customer technical issues and questions relating to ITA's pricing, availability and reservation systems. You will have the opportunity to provide outstanding customer service by effectively solving challenging customer problems, troubleshooting complex software and configurations, and gathering business requirements, technical specifications and test scenarios for new feature customer requests. Strong problem-solving, analytical skills and solution oriented personality is a must.

 

Job Description: Customer Consulting and Support Participate in pre- and post- sales technical support. Provide outstanding customer service by troubleshooting complex software issues. Work closely with clients to integrate with ITA products, understanding clients business requirements and identifying the best approach. Participate in new feature design sessions to document business requirements, technical specifications, and test scenarios. Interface with QA, Development, Operations and Customer Relationship Managers resolve customer issues. Participate in customer status calls and meetings to address technical questions. Provide research and data validation for general technical questions. Design and carry out performance tests on customer queries and analyze the results. Participate in the identification and development of tools to more efficiently resolve client issues. Customer Problem Report Triage Carefully consider bug reports and technical questions from customers, isolate into a reproducible format, and assign to appropriate resources. In structured situations, resolve and test confirmed defects.General Acquire and maintain technical knowledge of ITA products and provide technically accurate solutions to customers. Document these resolutions for future general use. Timely and professional customer interaction (both verbal and written).
Job Requirements: 5 or more years of relevant technical (engineering or computer science) consulting experience. Ability to understand and explain complex technical and domain specific issues. Strong problem-solving, analytical skills and solution oriented personality. Appropriately interacts with all levels of customer team. Excellent written, verbal, and interpersonal skills. Experience with multiple of Unix, C++, J2EE Java, XML, .NET C#, Perl, Ruby, Python, Emacs, SQL, Lisp, Visual Basic. 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. Willingness to travel to client sites. Knowledge of the travel industry a plus.
Job Location: The candidate must reside in or relocate to the Boston area.

 

If you are interested in this position, please submit your resume to crm_careers@itasoftware.com .