Platform Support Analyst

About Railbookers

At Railbookers, we believe the journey is just as meaningful as the destination. Life at Railbookers is full of opportunities, new experiences, and rewarding relationships.

We are a diverse team of talented individuals from around the world who share a passion for travel and discovery. As we continue to expand internationally, we remain committed to preserving the culture that makes Railbookers special—one built on collaboration, engagement, and innovation.

Global movements don’t happen because of one person. It takes an entire team to make an impact and achieve something BIG. At Railbookers, we encourage every employee to identify opportunities to improve our business and contribute to our continued growth.

Our shared passion for travel drives everything we do. We love inspiring our customers to explore the world by rail and experience unforgettable journeys. Most importantly, we empower our employees to bring their authentic selves to work every day, enjoy what they do, and have fun along the way.

Job Purpose

As the Platform Support Analyst at Railbookers Group, you will support users of our Salesforce-based reservation platform (Kaptio) and investigate escalated issues across departments. You will assess their business impact, identify underlying causes, route confirmed defects to the appropriate team, and keep affected users informed. You will also test bug fixes, enhancements, and system updates against actual workflows.

In support of platform projects and releases, you will gather requirements, track tickets and dependencies, and coordinate with internal teams and development partners. You will also troubleshoot and fix data issues, work with vendors on bugs, train teams on new features and projects, and manage the enhancements backlog in Jira. Your organizational skills and ability to work across departments will help deliver improvements that make the platform more reliable and effective for the business.

Duties and Responsibilities

• User Support, Escalations, and Issue Triage
• Provide day-to-day support to platform users, answer process and system questions, and investigate issues reported by Sales, Operations, and other teams.
• Assess the urgency and business impact of escalated issues, gather examples and steps to reproduce, identify available workarounds, and communicate status to affected teams.
• Distinguish system defects from training, process, or data issues; route confirmed bugs to the appropriate internal or external development track and follow them through resolution.
• Log, track and escalate issues and bugs with platform vendors and development partners; provide clear reproduction steps and evidence, and follow up through to resolution.
• Investigate and fix data issues in Salesforce (for example incorrect bookings, mismatched, missing or duplicate records) using reports, list views and data tools, and escalate root causes so issues don't recur.
• Track recurring issues and support trends, maintain accurate ticket details, and recommend practical changes that reduce repeat problems.
• Testing and System Quality
• Test bug fixes, enhancement tickets, and system updates in the test environment against documented requirements and real user workflows.
• Support regression and end-to-end testing before releases, including quoting, booking, and downstream operational processes as applicable.
• Help verify production changes after deployment and escalate unexpected behavior promptly.
• Project Management with Enhancement and Release Coordination
• Help gather user requirements, clarify expected behavior, and document examples for proposed platform improvements.
• Maintain ticket status, dependencies, priorities, and next steps; coordinate with internal and external teams, and other development partners to keep work moving.
• Manage the Jira board for platform enhancements: create and groom tickets, keep priorities, statuses and dependencies up to date, and report on progress.
• Assist with release planning, readiness, deployment communications, and follow-up on issues identified during rollout.
• Prepare concise progress updates, testing summaries, and issue reports for the Director of Platform Enhancements and stakeholders
• Documentation, Training and Continuous Improvement
• Create and maintain user guidance, support notes, and process documentation for new features, fixes, and common issues.
• Partner with the training team and department leaders to address knowledge gaps and communicate changes to users.
• Train internal teams on new features, fixes and projects through walkthroughs, short guides and release notes.
• Gather feedback after releases and from support requests to identify improvements to platform workflows and user adoption.
• Bachelor's Degree or equivalent relevant experience
• Minimum 2+ years of experience in project coordination, application or business systems support, contact center support, or a related field.
• Strong organizational and time management skills, with the ability to manage multiple projects simultaneously.
• Excellent communication and interpersonal skills, capable of fostering collaboration across teams.
• Hands-on experience managing tickets and backlogs in Jira or a similar tool.
• Analytical mindset with strong problem-solving abilities.
• A proactive approach to learning new systems and processes.
• Working knowledge of our reservation platform and booking processes from a Sales, Operations or support role.
• Experience identifying and raising system or data issues, with clear examples and steps to reproduce.
• Comfortable training or supporting colleagues on system changes.

Preferred

Experience working with vendors or development partners on bugs and fixes.

Salesforce Trailhead or Administrator certification, or willingness to complete it within the first six months.

Experience testing fixes or enhancements (UAT).

This position offers an exciting opportunity to contribute to innovative projects at Railbookers Group while developing your professional expertise. The role requires the ability to work on problems of moderate scope, exercise judgment within defined procedures, and understand the importance of the work to the broader department. You will work autonomously on most tasks, partnering with senior leadership to set direction and goal outcomes, while receiving some oversight from management for direction setting and successful results.

We welcome motivated individuals who are eager to enhance their skills, make a meaningful impact on our team, and grow within our organization.

Location Requirement: This position will be remote within Tennessee through February 28, 2027. Beginning March 1, 2027, the role will transition to in-office, 5 days per week, Monday - Friday, in Nashville, TN.

Candidates must reside in Tennessee and be able to meet the Nashville in-office requirement.