Support Engineer

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.

• 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 people to be based in the UK or Ireland for this position.

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!

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 issues but also on identifying root causes and preventing defects from reaching production.

You’ll also contribute to the continuous improvement of tools and workflows, including One Hub/FPS and Zendesk, helping drive efficiency across the function.

• 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 One Hub
• Analyse system data using SQL, Excel, or similar tools to support troubleshooting and insight generation
• Contribute to the optimisation of One Hub/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

• 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, along with 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…