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
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 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 OneHub/FPS and Zendesk, helping drive efficiency across the function.
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
What are we looking for?
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
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.
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.
