Support Engineer in Southampton

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

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

• 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.