Principal Technical Support Engineer

TN United Kingdom; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the rail sector is seeking a Principal Technical Support Engineer to lead a team and manage technical support for smart ticketing technologies across the UK rail network. This role offers the opportunity to work in a collaborative environment, driving operational improvements and enhancing customer experiences in a nationally significant setting.

Benefits

75% off rail travel for personal and family use

30 days annual leave

Season ticket loan for commuting costs

Enhanced family leave

Pension scheme with employer contribution

Private medical insurance

Discounted gym membership

Qualifications

• Advanced experience in application, data, or infrastructure support.
• Proven experience in a technical support role.
• Substantial line management experience.

Responsibilities

• Leading and mentoring a small team of Technical Support Engineers.
• Managing support for smart ticketing systems.
• Driving service improvement initiatives.

Skills

Problem-solving

Analytical thinking

Communication

Tools

ITIL

Service management tools

Job description

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Principal Technical Support Engineer, London

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Client:

Rail Delivery Group

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

ad12e3784876

Job Views:

1

Posted:

19.05.2025

Expiry Date:

03.07.2025

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Job Description:

Principal Technical Support Engineer

Contract: Permanent

Location: London – Hybrid

Closing Date: 30th May 2025

Be Part of the Future of Rail

The railway in Britain is undergoing its most significant transformation in a generation – and Rail Delivery Group (RDG) is at the centre of it. Our purpose is to create a simpler, better railway for everyone by working collaboratively across the industry to transform both the passenger experience and how the industry operates behind the scenes.

We’re a place where industry experts come together to make a real difference – and we do it with openness, inclusion, and a passion for improvement. RDG is a collaborative, forward-thinking organisation where your technical expertise will help shape the future of smart ticketing across the country.

About the Role

This is a hands-on leadership role that’s central to supporting smart ticketing technologies across the UK rail network. As Principal Technical Support Engineer, you’ll lead day-to-day technical support for our national ticketing infrastructure, while also managing a small team and driving operational improvement.

Whether resolving a live issue that’s affecting smartcard users or leading the implementation of a new technical initiative, this role is varied, high-impact, and rewarding. You'll be the technical authority on issues that matter to customers and suppliers – and work closely with analysts, engineers, project managers, and service teams to ensure continuous improvement across our platforms.

Key responsibilities

• Leading and mentoring a small team of Technical Support Engineers, setting priorities and providing second-line support to the DTS Service Desk
• Managing support for smart ticketing systems, including troubleshooting, certificate management, and change control
• Overseeing system health, asset management, and technical integrations across national rail systems
• Acting as Subject Matter Expert on key infrastructure issues, liaising with internal teams and third-party suppliers
• Driving service improvement initiatives and shaping processes to deliver consistent, measurable results
• Representing technical support at governance forums and design authorities, helping guide operational change
• Supporting project and BAU delivery through technical input, estimates, and peer reviews
• Leading configuration management and documentation for system changes and integrations

Requirements

What We’re Looking For

We’re looking for a strong technical leader who thrives in a collaborative environment and brings an analytical mindset to problem-solving. You’ll need to be as comfortable leading others as you are working hands-on with critical support systems.

Advanced level of experience in application, data, or infrastructure support – ideally in Rail, Public Transport, or similar sectors

Proven experience in a technical support role, with practical knowledge of ITIL-based service operations

Substantial line management experience with a focus on mentoring and team development

Strong problem-solving and analytical thinking, with the ability to triage complex issues

Excellent communication skills – able to explain technical issues to non-technical stakeholders

Familiarity with service management tools, monitoring software, incident/change processes, and documentation standards

Why Work for RDG?

This role offers the chance to work in a fast-paced, nationally significant environment. You’ll gain valuable exposure to large-scale ticketing infrastructure, play a key part in how customers experience the railway, and be part of a team that values knowledge sharing and process improvement.

We offer a highly competitive package, including:

• 75% off rail travel for personal and family use, plus international rail discounts.
• 30 days annual leave (plus buy/sell options and additional leave for key life events)
• Season ticket loan for commuting costs.
• Enhanced family leave – 30 weeks full pay for maternity, adoption, surrogacy, and shared parental leave.
• Pension scheme – up to 11.58% employer contribution.
• Private medical insurance (AXA PPP) including mental health and specialist care.
• Discounted gym membership and access to wellbeing programmes.

Apply Now & Help Shape the Future of UK Rail

If you’re passionate about solving real-world problems and want to lead a technical support team for a national platform, we’d love to hear from you.

Click Apply now to start your journey with RDG.

Please note: we are unable to consider applications from candidates who require visa sponsorship to work in the UK.