Principal Technical Support Engineer

Rail Delivery Group; London; Hybrid; GBP 39,000 - 61,000; Full time

Job summary

Join a leading organization in the UK rail industry as a Principal Technical Support Engineer. In this hybrid role, you will lead a team, manage smart ticketing systems, and drive operational improvements. This position offers a chance to influence the future of rail technology while enjoying competitive benefits and a collaborative work environment.

Benefits

75% off rail travel

30 days annual leave

Season ticket loan

Enhanced family leave

Pension scheme

Private medical insurance

Discounted gym membership

Qualifications

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

Responsibilities

• Lead a team of Technical Support Engineers and provide second-line support.
• Manage support for smart ticketing systems and oversee system health.
• Drive service improvement initiatives and represent technical support at forums.

Skills

Problem Solving

Analytical Thinking

Communication

Tools

ITIL

Service Management Tools

Job description

Principal Technical Support Engineer

Contract: Permanent

Location: London - Hybrid

Salary: £39,888 - £60,260

Annual Leave: 30 Days + Excellent Benefits

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.

Essential Skills & Experience

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

Benefits

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.