Associate Support Engineer

Who We Are and What We Do

At SilverRail, we’re on a mission to reshape the way the world travels, and we’re inviting you to be part of this journey. Rail is becoming the go-to choice for short and medium-haul travel worldwide, and we’re here to help make it happen. In the face of the ongoing climate crisis, our vision is crystal clear: We are transforming the online customer experience for rail travel, making it easier than ever for customers to find, buy and use rail. Our cutting-edge technology is the backbone of rail and travel agencies worldwide, making it effortless for travellers to choose the eco-friendly option and reduce their carbon footprint. We have more than 15 years of trailblazing success behind us, and our teams are spread across the globe, with bases in London, Boston, Brisbane, and Stockholm. We thrive on the philosophy of ‘fail-fast-fail-early,’ which drives us to find ingenious solutions to complex challenges. Join us, and help shape the future of travel!

The Role: Associate Support Engineer

As an Associate Support Engineer, you’ll be part of a team managing our customer and partner technical issues. You will be involved in the response, scoping, triaging, escalation, and resolution of technical issues, whilst providing exceptional service from identification to resolution. We are looking for someone with experience in customer or technical support, who is keen to develop their career in a high-volume hands-on role, working on administrative tasks with increased exposure to engineering support. The role will suit someone with one to three years of working experience and the desire to learn by working within a team that is delivering for customers, whilst also taking on their own responsibilities to enable their progression. We are also keen to add to the industry-specific experience of the team, so the ideal candidate will have working knowledge of the rail or travel industry, including rail booking and ticketing systems.

Key Responsibilities:

• Manage, administrate, and resolve customer issues via Jira tickets, working within defined KPIs and SLAs.
• Review XML and JSON logs to identify customer issues and understand their workflows.
• Reproduce functional problems for Development teams to investigate.
• Support customers in the implementation and use of SilverRail products, providing high-quality responses to questions and issues.
• Create and deliver internal documentation to address common areas of concern.
• Monitor SilverRail services for abnormal behaviour and intervene as necessary to prevent impact to customer service.
• Engage additional internal and external resources as appropriate to resolve issues.
• Communicate effectively and in a timely fashion with all relevant customers.

Required Competence and Skills:

• One to three years of hands-on customer technical support experience.
• Experience with JIRA or a similar ITSM tool.
• Strong customer support skills and ability to manage customer satisfaction of large enterprise customers.
• Working experience of the rail industry, including rail booking and ticketing systems.
• Experience with deciphering API flows, transactions, and messaging.
• Experience implementing APIs with partners.
• Issue management, proactive and reactive problem resolution experience.
• Experience producing and delivering training and documentation materials.
• Team-oriented with an ability to build and maintain strong inter-team and inter-departmental relationships.
• Knowledge of SQL is a plus.
• Experience in delivering SaaS is a plus.
• Fluency in multiple languages is a plus.
• Strong attention to detail, and ability to be analytical and process-oriented.
• Effective communication, time management, and problem-solving skills.
• Self-starter with ability to multi-task in a high-pressure, fast-paced, fast growth environment.

Why Us?

• We are an accredited flexible company, utilising a hybrid working model, providing equipment for home working alongside one or two monthly visits to our beautiful central London office.
• We offer a highly competitive benefits package including private healthcare and rail discounts.
• We provide a wealth of career development opportunities with training that is individual, focused on improving your skills and helping you become the best professional you can be.
• Our team’s health and wellness is genuinely important to us, so we offer a number of wellbeing subscriptions including membership to the #1 leading meditation app.
• A unique opportunity to work for a tech company that is helping the environment by revolutionising the way we travel.

Our Values:

Our values are simple: Do Good by working for a better tomorrow; Think Big Act Smart by being curious, adaptable, and data-driven; and remember that through collaboration we will always be Stronger Together.

Neurodiversity Commitment

We are a neurodiverse employer and are working hard to improve our recruitment processes, so if there is any way that we can make the recruitment experience better for you then please let us know in your application - all information will be treated as strictly confidential