At a Glance
- Tasks: Support customers with technical issues and enhance their experience using our innovative travel technology.
- Company: Join SilverRail, a leader in sustainable travel technology with a global presence.
- Benefits: Enjoy flexible working, private healthcare, rail discounts, and ongoing training opportunities.
- Other info: Collaborative culture focused on learning and career growth in a dynamic SaaS business.
- Why this job: Make a real impact in the travel industry while developing your tech skills in a supportive environment.
- Qualifications: 1-3 years in customer-facing tech support and familiarity with Jira or similar platforms.
The predicted salary is between 30000 - 40000 £ per year.
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.
Associate Support Engineer in London employer: SilverRail
At SilverRail, we pride ourselves on being an excellent employer by fostering a supportive work culture that prioritises employee growth and development. As an Associate Support Engineer, you'll benefit from ongoing training opportunities, flexible hybrid working arrangements, and access to private healthcare and wellness resources, all while contributing to our mission of making travel more sustainable. Join us in a collaborative environment where your passion for technology and customer service can flourish, and help shape the future of rail travel.
StudySmarter Expert Advice🤫
We think this is how you could land Associate Support Engineer in London
✨Get Chatty at Local Community Events
Dive into local meetups or community events related to customer support. These gatherings are a goldmine for making connections and learning more about what companies like SilverRail value in entry-level hires. Just think of it as networking over snacks!
✨Show Off Your People Skills
Create a small digital portfolio showcasing your communication skills. You could include relevant scenarios or customer interactions—real or hypothetical. This isn't just for show; it gives hiring managers at places like SilverRail a taste of how you handle customer queries.
✨Leverage Internship Platforms
Don't sleep on popular internship platforms that focus on entry-level roles in customer support. Websites like Handshake can link you directly to companies looking for fresh talent. The earlier you start exploring these options, the better your chances at landing something with SilverRail!
✨Join Customer Support Forums
Participate in online forums and communities specifically for customer support professionals. Places like Help Scout’s community or even subreddits can give you insights into what skills are in demand. Plus, it’s a great way to network and discover hidden job opportunities at companies like SilverRail.
We think you need these skills to ace Associate Support Engineer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear and friendly communication is crucial. Make sure your CV highlights any previous experience where you've resolved customer queries or collaborated with a team. We love to see examples where you've turned a challenge into a positive experience!
Tailor Your Cover Letter with Enthusiasm:For an entry-level role like this one, your cover letter shouldn’t just be a summary of your CV. Instead, share why you're excited about customer support, and express your eagerness to help others. Let's see your personality shine through—tell us why you're a great fit for SilverRail!
Highlight Relevant Experience:Even if you haven't worked in customer support before, include any relatable experiences—like part-time jobs, volunteer work, or internships. Show us how these have equipped you with the soft skills needed to thrive in this role, like problem-solving and patience.
Keep It Simple and Straightforward:Your CV should be easy to read—no fancy fonts or excessive jargon. Use bullet points to break down your responsibilities and achievements and stick to a clean layout. This helps us quickly see your qualifications and gives a professional vibe, even for an entry-level position!
How to prepare for a job interview at SilverRail
✨Brush Up on Your Communication Skills
In customer support, communication is key. Practise explaining complex issues in straightforward language. You might even get role-play scenarios during the interview, so be ready to show off those skills!
✨Show Your Problem-Solving Prowess
Employers love seeing how you handle customer queries. Think of specific instances where you’ve resolved conflicts or helped someone out. Bring these scenarios to the table, as they can help demonstrate your problem-solving capabilities!
✨Familiarise Yourself with Common Tools
Get to grips with popular customer support tools like Zendesk or Freshdesk. Even if you haven’t used them before, being able to talk about them or their features can show you’re proactive about getting up to speed.
✨Express Your Willingness to Learn
As this is an entry-level position, they want to see your eagerness to grow. Highlight your adaptability and enthusiasm for customer support. Share any relevant experiences or coursework that show you’re committed to developing your skills!
