Application Engineer

Applied Intuition Inc.; Greater London; On-site; GBP 40,000 - GBP 60,000; Full time

Job summary

A leading tech company in travel is seeking an Application Engineer to manage customer and technical issues, ensuring exceptional service and support. The ideal candidate has expertise in the Rail or Travel domain, strong skills in XML and JSON API flows, and is experienced in customer support for large enterprise clients. This role offers a hybrid working model and a competitive benefits package, including private healthcare and career development opportunities. Join a team dedicated to revolutionizing travel for a better tomorrow.

Benefits

Private healthcare

Rail discounts

Career development opportunities

Qualifications

• Knowledge of the Rail or Travel domain, preferably with professional experience in the industry.
• Experience with travel industry technologies, like GDS.
• Strong customer support skills and ability to manage large enterprise customers.

Responsibilities

• Manage customer technical issues and provide exceptional service.
• Engage with customers to address implementation and technical queries.
• Monitor services for abnormal behavior and intervene as necessary.

Skills

Knowledge of the Rail or Travel domain

Experience with travel industry technologies

Strong competence with XML and JSON API flows

Strong customer support skills

Tools

JIRA

SQL

Job description

AtSilverRail,we'reon a mission to reshape the way the world travels, andwe'reinviting you to be part of this journey. Rail is becoming the go-tochoicefor short and medium-haul travel worldwide, andwe'rehere to help make it happen.

In the face of the ongoing climate crisis, our vision iscrystal clear. We are transforming the online customer experience for rail travel, making it easier than ever for customers to find, buy and use rail. Ourcutting-edgetechnology is the backbone of rail and travel agencies worldwide, making it effortless for travellers to choose the eco-friendlyoptionand reduce their carbon footprint.

We havenearly 15years 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.

Joinus, andhelp shape the future of travel!

The Role

As an ApplicationEngineer,you’llbepart oftheteamresponsibleformanagingour customer and partnertechnicalissues.You willtriage,escalate,recreate,respondtoand resolvetechnical issues,owning the problem from identification to resolution,allwhilst providing exceptionalserviceto internal and external stakeholders.You will also be looked to as the expert on our Products from a technical perspective, demandingsignificanttechnicalknowledge andexperience withAPIs,andideallywithprior knowledge or experience oftheRailorTravelsector.

Key Responsibilities

• Act as the face of the business,delivering support forcustomerrelatedqueries,coordinatingand managingresponses toall questions and issues
• Engage directly with customers to address implementation, engineering,productand technical queries
• Play your partin ensuring the reliability,performanceand availabilityofSilverRailsystemsand products
• MonitorSilverRailservices for abnormal behaviour and intervene as necessary to prevent impact to customers, engagingadditionalresources asappropriate toresolve issues
• Act as a bridge between our customers, 3 rd partiesand internalProduct and Engineeringteams,understandingand communicatingrequirementsfrom all sides
• Develop a deep understanding of our customers’ implementations, as well as our Products,architectureand functionality
• Review XML and JSON logs toidentifypossible customerissuesandsuggest solutions and improvements
• Ensure customer transaction and workflows are implemented accurately, supporting customers to implement and useSilverRailproducts in the most effective and efficient way
• Manage customer issues against agreed KPIs and SLAs
• Reproduce functional problems for Development teams to investigate, providingadditionalsupport and input asrequired
• Proactivelyidentifyimprovements and efficiencies to improve the experience of our customers
• Create and deliver documentation to addresscommon areasof concern and provide training asrequired
• Communicate effectively and ina timelyfashion with all relevantcustomers,suppliersandcolleagues
• Produce ad-hoc scripts or reports asrequiredto support wider business needs
• Provide out of hours on-call support on a rotational basis

Required Competence and Skills

• KnowledgeoftheRailorTraveldomain, preferably with professional experience in the industry
• Experience with travel industry technologies (e.g., GDS (Global Distributed Systems))
• Strong competence with understanding and deciphering XML and JSON API flows,transactionsand messaging
• Strong experience in business logic and understanding of sequencing of API requests and responses
• Experienceofsupporting the implementation of API based solutions, as well as providing in-life support
• Experience withRESTfulAPI’s, 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 developSQLqueries
• Strong customer support skills and ability to manage customer satisfaction of large enterprise customers
• Incident Management experience, with the ability to deal withissuesbothproactivelyand reactiveissues
• Experienceofproducing and delivering training and documentation materialsfor colleagues and customers
• Abilityto deal with multiple 3 rd party suppliers to troubleshoot and resolve customer issues
• Team-oriented and ability to build andmaintainstrong inter-team and inter-departmental relationships
• Strong attention to detail, and ability to be analytical and process-oriented
• Effective communication, timemanagementand problem-solving skills
• Self-starter with ability to multi-task in a high-pressure, fast-paced, fast growth environment
• Experience in usingJIRA
• 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 andrail 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 wellnessisgenuinely important to us, so we offera number ofwellbeing seminarsand 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,adaptableand 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 pleaselet us know in your application- all information will be treated as strictly confidential*