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via ats_greenhouse · 12 June 2026 ·1 day ago

Associate Support Engineer

silverrail

United Kingdom

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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 
 
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 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 
 
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Manage, administrate and resolve customer issues via Jira tickets, working within defined KPIs and SLAs </li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Review XML and JSON logs to identify customer issues and understand their workflows </li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Reproduce functional problems for Development teams to investigate </li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1">Support customers in the implementation and use of SilverRail products, providing high-quality responses to questions and issues </li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1">Create and deliver internal documentation to address common areas of concern </li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1">Monitor SilverRail services for abnormal behaviour and intervene as necessary to prevent impact to customer service </li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1">Engage additional internal and external resources as appropriate to resolve issues. </li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1">Communicate effectively and in a timely fashion with all relevant customers. </li>
</ul>
 
 
Required Competence and Skills 
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">One to three years of hands-on customer technical support experience </li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Experience with JIRA or a similar ITSM tool </li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Strong customer support skills and ability to manage customer satisfaction of large enterprise customers. </li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1">Working experience of the rail industry, including rail booking and ticketing systems. </li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1">Experience with deciphering API flows, transactions and messaging. </li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"

This listing is from ats_greenhouse. View original listing ↗

Associate Support Engineer

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