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Manage and resolve customer technical issues via Jira tickets while monitoring services for abnormal behavior. Support the implementation of SilverRail products and create internal documentation to address common concerns.
Requires one to three years of technical support experience and working knowledge of the rail or travel industry. Proficiency in deciphering API flows and using ITSM tools like Jira is essential.
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
Required Competence and Skills
Why us?
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
Making Rail Travel Easy
SilverRail is building the digital infrastructure for the global rail industry. SilverRail's technology makes rail travel easy for rail operators, travel agencies and travellers. Its product suite spans the full customer experience: journey planning, distribution, fulfilment, customer service and data insight. We handle more than 1 billion online rail searches each year We distribute tickets for more than 35 providers and carriers We process more than 30 million bookings each year We serve more than 1,500 corporate customers worldwide SilverRail was founded in 2009 and has offices in London, Boston, Stockholm and Brisbane.
Offices: 27 Maiden Lane, 2nd Floor, London, Greater London WC2E 7JS, GB · 300 Trade Center, Suite 6700, Woburn, MA 01801, US · Level 3, Suite A/B Gold Tower, 10 Eagle Street, Brisbane, QLD 4000, AU
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