Associate Support Engineer

Manage technical issues for customers and partners, providing exceptional support.

• •As an Associate Support Engineer, you will manage customer and partner technical issues, responding to, scoping, triaging, and escalating them.
• •You will provide exceptional service from identification to resolution.
• •Key Responsibilities 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 Support customers in the implementation and use of SilverRail products Monitor SilverRail services for abnormal behaviour and intervene as necessary Communicate effectively and in a timely fashion with all relevant customers.
• •Requirements 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 Working knowledge of the rail industry, including rail booking and ticketing systems.
• •Experience with deciphering API flows, transactions and messaging.