Manager of Support Engineering

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? 🌟

• Coach, Develop and Grow a Support Engineering team, creating an environment where individuals can thrive and progress

• Take ownership of a critical function during a major transformation

• Shape how a high-performing technical team operates, improving delivery, quality, and efficiency at scale

• Work closely with senior leadership to translate strategy into real operational outcomes and team performance

• 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 Manager of Support Engineering, you will play a key role in scaling and leading a rapidly growing team as part of a newly structured global support function. Reporting to the Director of Support Engineering, you will oversee a team responsible for complex 3rd line technical issues and defect resolution, ensuring high-quality delivery and adherence to SLAs. This is a hands-on leadership role where you will drive operational excellence while building team capability and performance. You will also contribute to a broader transformation, helping to embed best practices, improve processes, and support the growth of a world-class Support Engineering function.

Responsibilities 🤘

• Lead, coach, and grow a team of Support Engineers, fostering a high-performance and collaborative culture

• Take ownership of day-to-day Support Engineering operations, including workload management, escalations, and SLA delivery

• Oversee the resolution of complex 3rd line technical issues and out-of-warranty defects

• Drive operational improvements as the team scales, ensuring consistency, quality, and efficiency

• Collaborate with global support teams across 1st, 2nd, and 3rd line functions to deliver a seamless service

• Monitor performance metrics and implement data-led improvements across team processes

• Support the expansion of the team, contributing to hiring, onboarding, and capability building

• Partner with senior stakeholders to align on priorities, surface risks, and ensure effective execution

What are we looking for? 🔎

• Proven experience leading technical support or engineering teams

• Strong people leadership skills, with the ability to coach, develop, and scale teams effectively

• Experience delivering operational excellence, particularly in high-volume or rapidly growing environments

• A hands-on approach with the ability to manage both technical delivery and team performance

• Strong organisational and communication skills

• Accountable and delivery-focused mindset, with a clear sense of ownership and follow-through

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.