Flexa
SilverRail Technologies • London

Associate Application Engineer

Fully-remote

Fully flexible hours

Dog friendly

Apply now

Job Description

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*

Company benefits

Open to part-time employees
Sabbaticals
Enhanced maternity leave
Enhanced paternity leave
Adoption leave
Shared parental leave
Work from anywhere scheme
25 days annual leave + bank holidays
Pregnancy loss leave
Fertility treatment leave
Teambuilding days
Share Options
Health & Dental Insurance
Mental health days
L&D opportunities
Travel Opportunities
Location
96%
Employees are very happy with their working location freedom
Hours
93%
Employees are very happy with the flexibility in the hours they work
Benefits
81%
Employees are very happy with the benefits their company offers
Work-life balance
88%
Employees feel that they can find the perfect balance of life and work
Role modelling
92%
Employees feel that flexible working is part of the culture
Autonomy
93%
Employees feel they have complete autonomy over getting their work done

Additional employee ratings
(these do not contribute to the FlexScore®)

Diversity
85%
Employees feel that the diversity, and the efforts to improve and maintain it, are great
Inclusion
88%
Employees feel like the company culture is brilliantly inclusive and equitable
Culture
92%
Employees feel like it is a really great environment to work in
Mission
90%
Employees feel very excited about and aligned with the company mission
Salary
79%
Employees feel that their salary is good and matches the value they bring

Working at SilverRail Technologies

Company employees

154

Gender diversity (male:female:non-binary)

104:49:1

Office locations

London, Boston, Brisbane, Stockholm

Hiring Countries

Australia
Sweden
United Kingdom
United States

Awards & Achievements

Most flexible companies

Most flexible companies

Flexa100 2024
Travel & Transport

Travel & Transport

Industry awards 2023
Most flexible companies

Most flexible companies

Flexa100 2023
1st – Travel & Transportation

1st – Travel & Transportation

Industry awards 2022

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