Support Engineer

Benifex

1d • Hybrid

About The Position

Who are Benifex? 💚💜 We are a fast-moving technology company, and one 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 build workplace technology that makes this happen. Benifex’s mission is to build 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? 🌟 Take on complex technical challenges that will stretch your skills and keep you engaged in meaningful, high-impact work Play a key role in improving customer and colleague experience through fast, high-quality issue resolution and defect prevention Join a collaborative and supportive environment that encourages continuous learning and technical development Be part of a growing Support Engineering function where you can influence tools, processes, and ways of working Sunday Times Best Place to Work 2025 and Best Large Tech Company to Work for 2025 Work for a profitable, fast-growing market leader in 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

Requirements

• Proven experience in a technical support, production support, or support engineering role
• Strong experience resolving complex defects, including 3rd line or escalation-level issues
• Proficiency in C# and SQL, with the ability to read, write, and update code, alongside a solid understanding of relational databases
• Ability to analyse and interpret data to support troubleshooting and decision-making
• Strong problem-solving skills, with a structured and methodical approach to investigation and resolution
• Experience translating technical documentation into practical configurations or system builds
• Excellent prioritisation and communication skills, ensuring work is delivered on time with clear stakeholder updates
• A proactive, detail-oriented mindset with a strong focus on quality, continuous improvement, and customer outcomes

Nice To Haves

• 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 our careers page to see if there is something else that might be a good fit for you.

Responsibilities

• Own and manage 3rd line technical tickets and out-of-warranty defects end-to-end
• Investigate, diagnose, and resolve complex technical issues efficiently and to a high standard
• Collaborate with cross-functional teams to ensure timely and effective resolution
• Conduct root cause analysis and contribute to defect prevention strategies
• Translate technical specifications into configured solutions within OneHub
• Analyse system data using SQL, Excel, or similar tools to support troubleshooting and insight generation
• Contribute to the optimisation of OneHub/FPS and Zendesk, including workflows, configuration, and automation
• Prioritise workload effectively and communicate progress or delays clearly to stakeholders
• Continuously seek opportunities to improve processes, quality, and team efficiency

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!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed