Application Engineer New London

At SilverRail, we’re on a mission to reshape the way the world travels. Rail is becoming the go‑to choice for short and medium‑haul travel worldwide, and we’re here to help make it happen. Our vision is to transform 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.

The Role

As an Application Engineer, you’ll be part of the team responsible for managing our customer and partner technical issues. You will triage, escape, recreate, respond to and resolve technical issues, owning the problem from identification to resolution, all whilst providing exceptional service to internal and external stakeholders. You will also be looked to as the expert on our Products from a technical perspective, demanding significant technical knowledge and experience with APIs, and ideally with prior knowledge or experience of the Rail or Travel sector.

Key Responsibilities

• Act as the face of the business, delivering support for customer‑related queries, coordinating and managing responses to all questions and issues.
• Engage directly with customers to address implementation, engineering, product and technical queries.
• Play your part in ensuring the reliability, performance and availability of Silver Rail systems and products.
• Monitor Silver Rail services for abnormal behaviour and intervene as necessary to prevent impact to customers, engaging additional resources as appropriate to resolve issues.
• Act as a bridge between our customers, 3rd parties and internal Product and Engineering teams, understanding and communicating requirements from all sides.
• Develop a deep understanding of our customers’ implementations, as well as our Products, architecture and functionality.
• Review XML and JSON logs to identify possible customer issues and suggest solutions and improvements.
• Ensure customer transaction and workflows are implemented accurately, supporting customers to implement and use Silver Rail products in the most effective and efficient way.
• Manage customer issues against agreed KPIs and SLAs.
• Reproduce functional problems for Development teams to investigate, providing additional support and input as required.
• Proactively identify improvements and efficiencies to improve the experience of our customers.
• Create and deliver documentation to address common areas of concern and provide training as required.
• Communicate effectively and in a timely fashion with all relevant customers, suppliers and colleagues.
• Produce ad‑hoc scripts or reports as required to support wider business needs.
• Provide out‑of‑hours on‑call support on a rotational basis.

Required Competence and Skills

• Knowledge of the Rail or Travel domain, preferably with professional experience in the industry.
• Experience with travel industry technologies (e.g., GDS (Global Distribution Systems)).
• Strong competence with understanding and deciphering XML and JSON API flows, transactions and messaging.
• Strong experience in business logic and understanding of sequencing of API requests and responses.
• Experience of supporting the implementation of API‑based solutions, as well as providing in‑life support.
• Experience with RESTful APIs, web services and debugging integrations.
• Demonstrable experience in technical support, professional services, project management, client management, or technical client‑facing teams.
• Ability to understand, write and develop SQL queries.
• Strong customer support skills and ability to manage customer satisfaction of large enterprise customers.
• Incident Management experience, with the ability to deal with issues both proactively and reactively.
• Experience of producing and delivering training and documentation materials for colleagues and customers.
• Ability to deal with multiple 3rd party suppliers to troubleshoot and resolve customer issues.
• Team‑oriented and ability to build and maintain strong inter‑team and inter‑departmental relationships.
• 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.
• Experience in using JIRA.
• Experience in an Agile and/or CI/CD environment.
• Business Analysis skill sets such as producing sequence diagrams.

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 rail discounts. 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. 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.