Workplace IT Support Engineer

About us We are champions of rail, inspired to build a greener, more sustainable future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels.  Great journeys start with Trainline 🚄  Now Europe’s number 1 downloaded rail app, with over 135 million monthly visits and £6.3 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, eco-friendly and affordable as it should be.  Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high-speed journey.  Introducing the Workplace Technology team at Trainline 👋 Our Workplace Technology team owns and manages the corporate technology stack of business and workplace solutions, driving innovative, cost efficient, future ways of working. The Tech Support team is a critical part of the Workplace Technology team, ensuring Tier 2 support services are delivered effectively and efficiently within a culture of continual service improvement, aligned to Trainline values. The team is principally responsible for end user computing across a MacOS estate, under central management using JAMF Pro, and a Microsoft Windows estate integrated with Azure Active Directory and Microsoft Windows Servers. This is a highly visible team, also providing dedicated AV/VC support for meeting rooms and internal events - ensuring high availability, instilling trust, and enabling a seamless experience to Executive level presenters. As an IT Support Analyst at Trainline, you will be responsible for... 🚝 * Ticket lifecycle management through active dashboard monitoring, workload management and reporting * Proactive Incident resolution within SLA, working closely with Tier 3 teams for technical direction and escalation management * Proactive troubleshooting, diagnostics and root cause analysis * Progression of Service Requests with a focus on customer service * End-user initial engagement through our ITSM ticketing platform, collaboration apps and onsite Tech Bar. You’re the face of Workplace Technology for our internal Trainliners! * IT Asset Management - inventory control leveraging supporting toolsets, h/w refresh in line with policy, secure disposal compliance, CSIP discipline to mature lifecycle management * Seamless on/off-boarding for joiners & leavers: laptop builds, IT inductions, IAM compliance, deprovisioning and timely asset retrieval, driving process efficiencies in collaboration with the People & Workplace stakeholders * Meeting room AV/VC support, leveraging remote administration tools to maintain ongoing health of media services solutions – regular checks, updates and performance analytics * In-person and remote technical support for internal events * Implementation of and adherence to security standards in line with ISO standards * Establishing and actively maintaining strong relationships across the wider team, key stakeholders and our Trainline community * Contribution to and maintenance of knowledge management * Promoting teamwork and knowledge sharing * Optimising process efficiency through proposed use of automation, AI & ML * Contribution to audit and compliance reviews (PCI. Internal) Our Tech Stack requires solid experience of 🔑 * Windows 11 and Apple ecosystem in an enterprise environment (+ working knowledge of Android & Linux) * Mobile Device Management systems, strategies, deployments (JAMF & Intune) * SaaS applications including M365, Slack and Atlassian products * SaaS based solutions and Cloud migration strategies * Active Directory & Azure Active Directory * PCI-DSS, ISO 20071 & IT Governance * Networks, TCP/IP, DNS, DHCP, including LAN, WAN and wireless networks * Basic understanding of Windows Command Line/PowerShell & Apple Scripting/BASH * Security tools and best practices * Runbook implementation and development of technical documentation * ITSM ticketing toolsets, lifecycle ticket management & associated reporting * Video Conferencing solutions and associated hardware / software * Modern workplace solutions such as Autopilot, InTune and MFA * Platform integrations, SSO/SAML * Cloud printing solutions Desirable certifications: * Microsoft 365 Certified: Endpoint Administrator Associate (MD‑102) * Apple certifications for MacOS such as ACSP (ACTC), JAMF 100 * CompTIA A+ We'd love to hear from you if you... 🔍 * have a dynamic and proactive approach to IT Support * exhibit exceptional customer service with a focus on Employee Experience * resolve issues efficiently, prioritising business continuity * work autonomously and confidently to agreed practices and procedures * are happy to work onsite as determined by business need and priority * demonstrate business acumen resulting in the ability to identify priorities and act accordingly If you love working in IT, are comfortable working with all levels of the organisation and are highly self-motivated, this could be the role for you! Please note: This role will require 5 days in the office The interview process 🚉 1. Recruiter Call 2. Competency based interview with 2x Engineers (45 mins) 3. Panel interview with key Workplace Technology stakeholders (30 mins) More information: Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family-friendly benefits.  We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one!  We're operating a hybrid model and ask that Trainliners work from the office a minimum of 60% of their time over a 12-week period. We also have a 28-day Work from Abroad policy. Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do:  * 💭 Think Big - We're building the future of rail  * ✔️ Own It - We focus on every customer, partner and journey  * 🤝  Travel Together - We're one team  * ♻️ Do Good - We make a positive impact  We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That's why we're committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated. Interested in finding out more about what it's like to work at Trainline? Why not check us out on LinkedIn, Instagram and Glassdoor!

MEET DEEPL DeepL is a global AI product and research company focused on building secure, intelligent solutions to complex business problems. Over 200,000 business customers and millions of individuals across 228 global markets today trust DeepL's Language AI platform for human-like translation, improved writing and real-time voice translation. Founded in 2017 by CEO Jaroslaw “Jarek” Kutylowski, DeepL now has around 1,000 passionate employees and is supported by world-renowned investors including Benchmark, IVP, and Index Ventures. Our goal is to become the global leader in trusted, intelligent AI technology, building products that drive better communication, foster connections, and create a meaningful impact. To achieve this, we need talented people like you to join our journey. If you’re ready to shape the future of AI and grow your career in a fast-moving, purpose-driven environment, DeepL is your next destination. WHAT SETS US APART What sets us apart is our blend of cutting-edge AI technology, meaningful work, and a culture where people truly thrive. We’re a team of innovators, researchers, and creators driven by a shared purpose to unlock human potential by making work simpler, smarter, and more connected. When we share what it’s like to work at DeepL, the reactions are overwhelmingly positive. This might be because of our technology that helps millions of people and businesses communicate and work better every day, or because of the trust, curiosity, and care that shape our culture. What we know for sure is this: being part of DeepL means joining a team dedicated to innovation, growth, and well-being. Discover more about life at DeepL onLinkedIn,Instagram, and our Blog. ABOUT THE ROLE As Senior Manager, Technical Support Engineering, you'll shape the future of our technical support function. You'll lead and develop a team of technical support specialists and establish a new technical support engineering function. This leadership role is pivotal in defining what excellence looks like for the technical support craft, and setting the direction for how the function evolves as we scale. Working closely with Engineering, Product, and GTM, you'll elevate how technical support operates, improve how we solve complex customer problems, and turn support insight into product improvements and stronger customer outcomes. This is a high-impact opportunity for a leader who combines deep technical judgment with strong cross-functional partnership and a genuine passion for developing teams and building functions. WHAT YOU'LL DO * Set the direction for the technical support craft. Translate company goals into a clear strategy for the function: strong technical capability, collaborative ways of working, and consistent delivery. Define what excellent technical support looks like and build the roadmap to get there. * Lead and grow technical support experts. Guide technical support experts across countries, mentoring them to strengthen technical judgment, troubleshooting depth, and execution. Build a culture of expertise, accountability, and continuous improvement that scales beyond a single team or geography. * Develop specialist talent. Create clear growth paths for technical support engineers and specialists, identifying where deeper product and platform expertise will have the greatest impact. Invest in coaching and knowledge-sharing so expertise scales across teams rather than sitting with a few individuals. * Evolve the support model. Modernize how technical support operates, driving specialization, workflow optimization, and the thoughtful adoption of automation and AI. Reduce operational friction and ensure the team is enabled to focus on the highest-value, most technically complex problems. * Measure what matters. Mature how success is measured, going beyond core support metrics to quality, technical effectiveness, and customer outcomes. Use data to guide priorities, track the impact of key initiatives, and feed learnings back into the broader support strategy. * Partner across Engineering, Product, and GTM. Build trusted relationships with cross-functional peers and senior stakeholders. Represent the voice of technical support in planning and decision-making, ensuring the function's priorities are understood and reflected in broader company direction. * Drive product and experience improvements. Identify the patterns behind complex customer pain points and turn them into clear opportunities for Product and Engineering. Help fixing friction at the source for the benefit of both customers and support teams. * Lead through growth and change. Bring clarity and steadiness as the function scales, guiding teams through product launches, organizational change, and new ways of working. WHAT YOU BRING * Leadership maturity. Significant experience leading Technical Support or Technical Support Engineering teams in high-growth B2B SaaS environments. You know how to build high-performing teams and support them through change. * Strong technical support craft. A deep understanding of what excellent technical support looks like, with experience building specialist capability in troubleshooting, product knowledge, escalation management, and complex issue resolution. You create environments where technical experts thrive and scale their impact. * Technical fluency in a SaaS environment. Enough hands-on depth to lead credibly in our domain: you understand API integration debugging, enterprise identity and authentication (SAML, OAuth 2.0, OIDC, SCIM, RBAC), and common IdP patterns (Okta, Microsoft Entra ID, Google Workspace, or similar). You can review a complex escalation, ask the right questions, coach engineers on their troubleshooting approach, and hold your own in technical discussions with Engineering, including sound judgment on where AI tools help and where they don't. * Experience evolving support models. A track record of modernizing support through specialization, workflow optimization, and the thoughtful adoption of automation and AI, improving efficiency without sacrificing quality or technical depth. * Organizational design and talent development. Experience evolving team structures, developing technical specialists, and creating clear growth paths. Able to influence and align beyond your direct reporting line, driving consistent standards and knowledge sharing across regions. * Stakeholder mastery. Proven ability to build trust and influence across Product, Engineering, Sales, Customer Success, Professional Services, and Operations, including at senior levels. You communicate clearly and credibly, especially when translating support insights into business action. * Operational excellence. You combine strategic thinking with hands-on problem-solving to improve workflows, reduce friction, and strengthen day-to-day operations, including escalations, cross-functional issues, root-cause analysis, and incident management. * Customer-first, outcome-driven mindset. You start from the customer's perspective and own outcomes, not just activity. You use customer insights, support signals, and product understanding to prioritise what matters most and align partners around work that delivers real impact. #LI-OT1 WE ARE AN EQUAL OPPORTUNITY EMPLOYER You are welcome at DeepL for who you are - we appreciate authenticity here. Our product is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all succeed, contribute, and think forward! So bring us your personal experience, your perspectives, and your background. It’s in our diversity that we will find the power to break down language barriers in the world.