Associate Application 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 nearly 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
As an Associate Application Engineer you’ll be part of a team managing our customer and partner technical issues. You will be responding, scoping, triaging, escalating and resolving technical issues, whilst providing exceptional service by owning the problem from identification to resolution.
For the Associate Application Engineer role we are looking for someone with some experience who is keen to progress and develop their career to the next level. We ideally want someone with 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.
Key Responsibilities
- Review XML and JSON logs to identify possible customer issues and understanding their workflows.
- Ensure customer transaction and workflows are implemented accurately.
- Reproduce functional problems for Development teams to investigate.
- Support customers in the implementation and use of SilverRail products, coordinate responses to questions, create and deliver documentation to address common areas of concern, and provide training as required.
- Manage customer issues against KPI and SLAs
- Monitor SilverRail services for abnormal behaviour and intervene as necessary to prevent impact to customer service. Engage additional resources as appropriate to resolve issues.
- Work within established Agile development methodologies and contribute to their ongoing evolution.
- Provide pre-sales support to SilverRail’s commercial team, participating in scoping exercises, gathering requirements and identifying functionality gaps.
- Communicate effectively and in a timely fashion with all relevant customers
- Provide out of hours on-call support on a rotational basis
Required Competence and Skills
- Bachelor’s Degree or equivalent experience
- Experience implementing API based solutions
- Demonstrable experience in technical support, professional services, project management, client management, or technical client-facing teams
- Strong customer support skills and ability to manage customer satisfaction of large enterprise customers
- Strong experience with understanding and deciphering API flows, transactions and messaging
- Experience implementing APIs with partners
- Business Analysis skill sets such as producing sequence diagrams is a plus
- Knowledge of SQL is a plus
- Issue management, proactive and reactive problem resolution experience
- Experience producing and delivering training and documentation materials
- Team-oriented and ability to build and maintain strong inter-team and inter-departmental relationships
- Rail domain knowledge 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 have an average Glassdoor grade of 4.7 and 100% recommendation rates.
- We are a globally accredited Great Place To Work: https://www.greatplacetowork.co.uk/workplace/item/6789/SilverRail+Technologies&time=1683041411341#career
- We are an accredited flexible company and were named in Flexa’s Top 50 Most Flexible Companies: https://flexa.careers/companies/silverrail
- We utilise 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 Perkbox rewards, as well as rail discounts in the UK and Europe.
- 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 seminars and membership to the #1 leading meditation app.
- We are the fourth company in the world to become reproductively responsible, accredited by Hertility providing educational workshops around women’s health, family planning and fertility as well as progressive leave policies & hormone testing
- A unique opportunity to work for a tech company that is helping the environment by revolutionising the way we travel.
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.
*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*
