Application Engineer

Job Description

Who We Are and What We Do

Rail is set to dominate short and medium haul travel around the world. It’s faster, greener and more convenient than air travel, and it cuts down on the carbon emitting congestion of road travel. With the ongoing climate crisis it’s more important than ever to put this mode of transport at the forefront of people's minds. The trouble is, there’s been nothing modern about rail’s online customer experience… until now!

We are SilverRail, a global tech company delivering the digital infrastructure that opens up rail to the world. Our technology is powering rail and travel agencies across the globe, making it easy for people to choose rail and cut their carbon emissions.

We have been around for more than 12 years, with our teams now based globally from our bases in London, Boston, Brisbane and Stockholm. We believe in ‘fail-fast-fail-early’ to find innovative solutions to complex problems, and our agility and refreshingly novel approaches mean we have already developed into a force to be reckoned with.

But we have ambitions for so much more. With a raft of new clients joining us, and with our growth about to enter its prime, we aim to become the biggest player in the rail tech space.

The Role

In this role you'll have experience in a wide range of tech environments and a true understanding of service infrastructure. You're naturally inquisitive and get a buzz from solving complex issues. You know how to build relationships and communicate effectively
with both tech and non-tech stakeholders. Your teammates are based across all our offices - London, Boston, Brisbane and Stockholm.

Key Responsibilities

• Day to day management and overview of Customer issues.
• Provide on-call support out of hours and on weekends.
• Respond to customer-initiated problems with the service, scoping, triaging, escalating and resolving technical issues. Own the problem from identification to resolution.
• Monitor SilverRail services for abnormal behaviour and intervene as necessary to prevent impact to customer service. Engage additional resources as appropriate to resolve issues.
• Prioritise and oversee customer reported issue and requests.
• Produce, develop and document processes for the team.
• Internal Customer Release and Change management coordination.
• Produce and Analyse customer statistics and actively suggest improvements.
• Monitor issues to ensure SLAs are not breached.
• Work within established Agile development methodologies and contribute to their ongoing evolution.
• 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.

Required Competence and Skills

• Bachelor’s Degree or equivalent professional experience in relevant field
• Experience with using Amazon Web Services.
• Knowledge of SAAS based services, tools and techniques.
• Dev Ops experience, specifically with GIT.
• Effective communication, time management, problem solving, and interpersonal skills.
• Demonstrable experience in technical support, professional services, project management, client management, or equivalent technical client-facing teams
• Strong customer support skills and ability to manage customer satisfaction of large enterprise customers.
• Issue management, proactive and reactive problem resolution experience
• Team-oriented and ability to build and maintain strong inter-team and inter-departmental relationships
• Of benefit, would be rail domain knowledge.

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://greatplacetowork.com.au/certified-companies/#certified-companies-list/view-company-details/64467574729603002af180e0/

• We are an accredited flexible company and were named in Flexa’s Top 50 Most Flexible Companies: https://flexa.careers/companies/silverrail

• We have a beautiful and superbly equipped office in central Brisbane with amazing city views.

• 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.

• We offer a highly competitive rewards and benefits package including private healthcare, additional annual leave days and more.

• Our team’s health and wellness is genuinely important to us, so we offer a number of wellbeing seminars, yoga classes, and subscription 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*