Associate Support Engineer Help Shape the Future of Sustainable Travel
At SilverRail, we’re transforming the way people travel. Rail is rapidly becoming the preferred choice for sustainable short and medium‑haul journeys, and our technology powers booking and retail platforms used by rail operators and travel brands around the world. With teams across London, Boston, Brisbane, and Stockholm, we build scalable SaaS products that make rail travel easier, smarter, and more accessible.
We’re now looking for an Associate Support Engineer to join our Customer Delivery team and help ensure our customers receive exceptional technical support while building the skills needed for a long‑term career in technology.
If you’re passionate about problem solving, customer service, travel technology, and developing your technical expertise within a supportive environment, we’d love to hear from you.
As an Associate Support Engineer, you’ll play an important role in supporting our customers and partners, helping them successfully use SilverRail’s products and services.
Working closely with experienced Application Engineers, Product teams, and Software Engineers, you’ll investigate technical issues, support customer implementations, and help ensure our platforms continue to deliver a world‑class experience. This is an ideal opportunity for someone looking to grow their career in technical support while gaining exposure to APIs, SaaS platforms, and the rail technology industry.
In this role, you will:
- Manage, track, and resolve customer issues through Jira, working within agreed KPIs and SLAs
- Investigate XML and JSON logs to identify issues and understand customer workflows
- Reproduce functional problems and gather information to support Engineering investigations
- Support customers with the implementation and ongoing use of SilverRail products
- Provide clear, timely, and professional responses to customer questions and technical issues
- Monitor platform performance and service health, identifying abnormal behaviour before it impacts customers
- Collaborate with internal teams and external partners to coordinate issue resolution
- Create and maintain internal documentation and knowledge base materials
- Support continuous improvement initiatives that enhance customer experience and operational efficiency
- Develop a deep understanding of rail booking, ticketing, APIs, and travel technology platforms
What You’ll Bring
- 1‑3 years of experience in a customer‑facing technical support, application support, or service desk role
- Experience using Jira or similar ticketing and ITSM platforms
- Strong customer service skills with the ability to build trust and maintain customer satisfaction
- Experience working within the rail industry, including rail booking and ticketing systems
- Exposure to APIs, integrations, messaging workflows, or technical troubleshooting
- Understanding of issue management, incident resolution, and support processes
- Experience creating documentation, training materials, or knowledge articles
- Strong analytical skills and attention to detail
- Excellent communication and stakeholder management skills
- Ability to manage multiple priorities in a fast‑paced environment
- A proactive, self‑starting mindset and willingness to learn
- A collaborative approach and desire to build strong relationships across teams
- SQL knowledge
- Experience supporting SaaS platforms
- Experience implementing API integrations with customers or partners
- Fluency in additional languages
- Flexible hybrid working model with one or two monthly visits to our central London office
- Private healthcare and rail travel discounts
- Ongoing training and career development opportunities
- Wellbeing benefits, including access to leading wellness and meditation platforms
- The opportunity to develop technical expertise within a growing global SaaS business
- A supportive environment focused on learning, progression, and continuous improvement
- The chance to work on technology that helps make travel more sustainable worldwide
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