> Markdown version of [/jobs/ext/341114-associate-support-engineer](https://www.wearedevelopers.com/jobs/ext/341114-associate-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Associate Support Engineer - **Company:** SilverRail - **Location:** London, UK (Remote available) - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), JIRA, Software as a Service, Issue Tracking Systems, JSON, Standard Sql, Working Model 2D, Extensible Markup Language (XML) - **Published:** June 14, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=fe8674ed268b8859 ## About the Role We are looking for someone with experience in customer or technical support, who is keen to develop their career in a high-volume hands-on role, working on administrative tasks with increased exposure to engineering support. The role will suit someone with one to three years working experience, and the desire to learn by working within a team that is delivering for customers, whilst also taking on their own responsibilities to enable their progression. We are also keen to add to the industry specific experience of the team, so the ideal candidate will have working knowledge of the rail or travel industry, including rail booking and ticketing systems., * One to three years of hands-on customer technical support experience * Experience with JIRA or a similar ITSM tool * Strong customer support skills and ability to manage customer satisfaction of large enterprise customers. * Working experience of the rail industry, including rail booking and ticketing systems. * Experience with deciphering API flows, transactions and messaging. * Experience implementing APIs with partners. * Issue management, proactive and reactive problem resolution experience. * Experience producing and delivering training and documentation materials. * Team-oriented with an ability to build and maintain strong inter-team and inter-departmental relationships. * Knowledge of SQL is a plus. * Experience in delivering SaaS is a plus * Fluency in multiple languages is a plus * 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. ## Description As an Associate Support Engineer you'll be part of a team managing our customer and partner technical issues. You will be involved in the response, scoping, triaging, escalation and resolution of technical issues, whilst providing exceptional service from identification to resolution., * Manage, administrate and resolve customer issues via Jira tickets, working within defined KPIs and SLAs * Review XML and JSON logs to identify customer issues and understand their workflows * Reproduce functional problems for Development teams to investigate * Support customers in the implementation and use of SilverRail products, providing high-quality responses to questions and issues * Create and deliver internal documentation to address common areas of concern * Monitor SilverRail services for abnormal behaviour and intervene as necessary to prevent impact to customer service * Engage additional internal and external resources as appropriate to resolve issues. * Communicate effectively and in a timely fashion with all relevant customers. ## Related Videos - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Tips and Tricks for Working with JSON](https://www.wearedevelopers.com/videos/1229-tips-and-tricks-for-working-with-json) - [How building an industry DBMS differs from building a research one](https://www.wearedevelopers.com/videos/768-how-building-an-industry-dbms-differs-from-building-a-research-one) - [The user in the eye of the Cargo1492 storm](https://www.wearedevelopers.com/videos/96-the-user-in-the-eye-of-the-cargo1492-storm) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [Software Engineer Salary in The UK](https://www.wearedevelopers.com/magazine/231-software-engineer-salary-in-the-uk)