Application Engineer

At Silver Rail, 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 over 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!

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.

• 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 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

• 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…