Technical Specialist

Technical Specialist

Our Team

We advocate for the positive impact travelling can have in the world. We are Eurail and we have all the stops to take our customers’ curiosity further.

If we are going to inspire the world, then we need the right people around us. We are proud of our culture at Eurail, underpinned by our established company values that define and guide what is important to our people. We’re a diverse team of talented colleagues (from 50 countries!) who have a real curiosity for the world around them.

We strive to ensure that all of our people have the chance to innovate, influence and grow. With our international team (working hybrid from our HQ in Utrecht and from your home in the Netherlands), we believe that creative thinking and diversity help to improve our brands and ultimately create a unique and repeatable experience for our customers.

What you’ll be doing

• Be the first line of support in escalated (customer-related) technical issues, check logs, reproduce the problem, and act accordingly (solve, create a workaround, or escalate to the second line of support in the IT Ops team).
• Verify, reproduce, and recategorize (when needed) the issues raised to IT Ops based on impact and urgency.
• Answer questions from customers that need a technical solution.
• Answer questions from Customer Service to provide a technical solution, workaround, and education.
• Performs changes to data in back-end systems if legally needed/required.
• Communicate directly about the changes and incidents with IT Ops (P1/P2/Global outage) and inform Customer Service about incidents.
• Be knowledgeable about and able to perform specific technical application or system-related functions.
• Monitor the customer service backlog to identify trends in technical-related questions.
• Document, adjust, and improve technical articles in the (internal and external) knowledge base.
• Test promotional product restrictions and functionality.
• Participate in trainings, courses, or internal workshops to upskill personal knowledge.

In addition, it’s bonus points if you have…

• Knowledge of the SAFe framework
• A love of sustainable travel!

What we’re looking for

It's already looking like a possible match when you share the same mindset as us, being forward-thinking, results-driven, caring and embracing diversity. In terms of your experience and strengths:

In terms of your experience and strengths:

• Degree in computer science, information technology, or other IT-related qualification.
• Understanding of API or app-based applications or web-based applications.
• Prior experience in technical support or a similar role.
• Experience with AWS, Zendesk, ClickUp, CommerceTools, and/or other technical support software/tools.
• The ability to communicate technical information in an easily understandable manner to non-technical colleagues.
• Great attention to detail and problem-solving skills.
• Excellent interpersonal skills and good written/verbal communication.
• You have a “getting things done” and “improve every day” mentality.
• You can prioritize the work in a multitasking environment.
• You are a team player who can also thrive working independently.

Our offer

• You have the flexibility to manage when and where you work, with our hybrid way of working. Whether you need collaborative, quiet or social time, either face-to-face or online, everything is possible, but keep in mind that it’s necessary to come to the office some days per week. 
• A complimentary NS train card to travel across the Netherlands for work and leisure.
• An annual free Interrail travel pass for you and a companion (and any immediate dependents), so you can explore Europe with your family or friends and share the same experiences as our customers.
• Unlimited access to OpenUp psychologists to enhance mental well-being.
• An annual team trip across Europe to experience our product first-hand.
• Support for your work-life balance through a generous personal allowance.
• The autonomy to develop your own personal and professional growth plan using your individual annual training budget.
• An enhanced annual leave package of 28-30 days, plus study days, volunteer days, and Good Friday.
• Salary Scale: 57, Monthly gross salary (excluding an 8% allowance): €2900 - €3500 based on experience

Diversity, inclusion and belonging

Travelling is about making connections. Our culture reflects and represents the communities that our product proudly connects. We share our traveller’s natural curiosity, passion for adventure and embrace of new experiences.

We offer a safe environment where you can bring your whole self to work, recognising that our strength lies in our differences and our values. Through self-organising teams that encompass a diverse range of views, skills and backgrounds, we encourage a culture of openness, curiosity and flexibility - attributes vital to deepening our shared understanding of customer perspectives.

And just as travel is about discovery, we are on a continuous journey to make our culture even more inclusive.

Curious to apply?

• We'll ask you to share your resume in English (our business language) and tell us why you're excited about Eurail and this particular role. It doesn't hurt to be creative; we love to see your personality shine through.
• To show off your skills, we may also ask you to complete a short assessment as part of the process.

If we feel you might be a good fit, the next step is a fairly informal interview with some of your potential new team members. For you, this is helpful to understand if Eurail is your ideal workplace, and for us, it tells us more about the value you would bring.

In the meantime…

Following your application, we will provide you with an update, even if you are unsuccessful. We appreciate the effort it takes to apply for a new role so we ensure that we respond to every candidate.

If you’re curious to know more, why not check us out on LinkedIn and get a feel for our culture, our values, and our place in the world. And we’re eager to answer any questions you might have too… just send them over to jobs@eurail.com and our People & Culture team will pick them up.

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