Support Engineer

Who are Benifex? 💚💜

We are a fast-moving technology company, andone of the most successful providers of online reward and benefits solutions in the UK.We believe that everyone deserves an exceptional experience at work, every day, and buildworkplace technology that makes this happen. Benifex’s mission is tobuild remarkable experiences that employees love.Today Benifex supports more than five million employees in over 3,000 organisations across more than 100 countries. To help us on our quest to be the best,we need brilliant people on board and that’s where you come in. 🚀

Why should you apply? 🌟

• Takeoncomplextechnicalchallengesthatwillstretchyourskillsandkeepyouengagedinmeaningful,high-impactwork

• Playakeyroleinimprovingcustomerandcolleagueexperiencethroughfast,high-qualityissueresolutionanddefectprevention

• Joinacollaborativeandsupportiveenvironmentthatencouragescontinuouslearningandtechnicaldevelopment

• BepartofagrowingSupportEngineeringfunctionwhereyoucaninfluencetools,processes,andwaysofworking

• SundayTimesBestPlacetoWork2025andBestLargeTechCompanytoWorkfor2025

• Work for aprofitable, fast-growingmarket leaderin the online reward and benefits space

**Please note we are unable to offer visa sponsorship and require to people to be based in the UK or Ireland for this position**

Great benefits:

🤸 Flexible work – choose a working setup that works for you, our only ask is to see you once a month in the office and you must be based in the UK or Ireland. 

✈️ 25 days holiday plus your local bank holidays

🎂 Your birthday off

❤️ Two half day wellbeing days

🩺 Healthcare cash plan to cover the costs of day to day healthcare

🧠 Employee Assistance Plan 24/7 365 support

🤒 Income Protection (75%) and life assurance (4x salary)

🤑 Pension scheme

🌟 Enhanced parental leave package - 26 weeks fully paid maternity leave and 4 weeks fully paid paternity leave

💳 £50 monthly allowance to spend on whatever takes your fancy, your very own Benifex card will be topped up at the start of each month!

Role Overview 🚀

As a Support Engineer at Benifex, you will play a critical, hands-on role within the Support Engineering team, owning the resolution of out-of-warranty defects and complex 3rd line technical tickets. Reporting to the Manager of Support Engineering, you’ll investigate, diagnose, and resolve issues with speed, accuracy, and a consistently high standard. Working closely with teams across Support, Product, and Platform Delivery, you’ll focus not only on resolving issuesbutalsoonidentifyingrootcausesandpreventingdefectsfromreachingproduction.You’llalsocontributetothecontinuousimprovementoftoolsandworkflows,includingOneHub/FPSandZendesk,helpingdriveefficiencyacrossthefunction.

Responsibilities 🤘

• Ownandmanage3rdlinetechnicalticketsandout-of-warrantydefectsend-to-end

• Investigate,diagnose,andresolvecomplextechnicalissuesefficientlyandtoahighstandard

• Collaboratewithcross-functionalteamstoensuretimelyandeffectiveresolution

• Conductrootcauseanalysisandcontributetodefectpreventionstrategies

• TranslatetechnicalspecificationsintoconfiguredsolutionswithinOneHub

• AnalysesystemdatausingSQL,Excel,orsimilartoolstosupporttroubleshootingandinsightgeneration

• ContributetotheoptimisationofOneHub/FPSandZendesk,includingworkflows,configuration,andautomation

• Prioritiseworkloadeffectivelyandcommunicateprogressordelaysclearlytostakeholders

• Continuouslyseekopportunitiestoimproveprocesses,quality,andteamefficiency

What are we looking for? 🔎

• Provenexperienceinatechnicalsupport,productionsupport,orsupportengineeringrole

• Strongexperienceresolvingcomplexdefects,including3rdlineorescalation-levelissues

• ProficiencyinC#andSQL,withtheabilitytoread,write,andupdatecode,alongsideasolidunderstandingofrelationaldatabases

• Abilitytoanalyseandinterpretdatatosupporttroubleshootinganddecision-making

• Strongproblem-solvingskills,withastructuredandmethodicalapproachtoinvestigationandresolution

• Experiencetranslatingtechnicaldocumentationintopracticalconfigurationsorsystembuilds

• Excellentprioritisationandcommunicationskills,ensuringworkisdeliveredontimewithclearstakeholderupdates

• Aproactive,detail-orientedmindsetwithastrongfocusonquality,continuousimprovement,andcustomeroutcomes

Even if you don't meet all of the requirements for this role, we encourage you to apply! We are looking for talented and passionate individuals who are eager to learn and grow. We also offer a variety of other roles, so please check out ourcareers page to see if there is something else that might be a good fit for you.

Our interview process

✌ Benifex understands the need to have a fast and efficient process, the below will all be completed in the shortest time possible.

📞 Initial informal call with the Talent team

⏳ Interview with the hiring manager and a member of the team

🤩 Final interview with the Director

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We are committed to creating a diverse and inclusive workplace where everyone feels welcome and respected. We believe that diversity and inclusion are essential to our success, and we are proud to be an equal opportunity employer.

We are a proud member of the Disability Confident employer scheme.

If you require any reasonable adjustments at any stage during the recruitment process, please let us know with your application.