Graduate Software Support Engineer

We are looking for a Graduate Software Support Engineer who will be responsible for first-line system support for CBS’s systems and client-facing websites, while developing a strong foundation in how the business operates. It is designed as a technical role for someone with clear interest in progressing into Software Engineering, Database Engineering, Data/BI, QA or related technical disciplines. The role will help manage support tickets, investigate user queries, problem-solving, document system behaviours, and work with Software Services teams to resolve issues effectively, consistently and in timely manner.

Software Services is responsible for the development, maintenance, testing, support and evolution of CBS’s core technology platforms, including bespoke internal applications, client-facing portals, data platforms, business intelligence and supporting services. The department works closely with Operations, Sales, Finance, Security and wider business teams to ensure systems are reliable, secure, well understood and aligned to business priorities.

About Us

At Car Benefit Solutions, we specialise in Employee Car Ownership Schemes and bespoke salary sacrifice solutions. Supported by leading motor manufacturers and powered by our dedicated CBS team, our schemes create genuine value for both employers and employees.

We’re proudly a 3‑star World Class Best Company to Work For, ranked 3rd in the Business Services sector and among the Top 25 employers in the Northwest. As holders of Investors in People Gold and We Invest in Wellbeing, our people and culture are at the heart of everything we do.

What You’ll Be Doing

Support, Triage and Internal Customer Service

• Provide first-line system support for CBS systems, triaging and responding to support tickets in a clear, professional and timely manner.
• Assess, categorise and prioritise support requests, identifying whether issues can be resolved directly or need escalation to Software Engineering, Data/BI, Database, QA or other teams.
• Identify and document root cause analysis where possible before escalation to any relevant teams.
• Work with internal users to understand issues, ask sensible questions and avoid unnecessary rework or assumptions.
• Keep ticket notes, support findings and documentation accurate, clear and useful for other team members.

Systems Knowledge and Documentation

• Build practical knowledge of CBS systems, processes and customer journeys through structured support activity, shadowing and documentation.
• Document known issues, recurring workarounds, system behaviour and support guidance so knowledge is shared across Software Services.
• Contribute to root-cause analysis where recurring support issues are identified, helping the team reduce repeat demand over time.

Technical Development Pathway

• Use agreed tools and processes, including support queues, knowledge bases, Azure DevOps/GitHub or equivalent team systems.
• Support implementation of small changes or technical investigations where appropriate, under guidance of other team members.
• Familiarise with CBS system architecture, database structure, reporting, testing and release processes as part of a structured development plan.
• Develop towards a future technical pathway in Software Engineering, Database Engineering, Data/BI, QA or another Software Services discipline, depending on capability, interest and business needs.

Role Boundaries and Team Working

• Use clear escalation routes so knowledge is shared across Software Services rather than concentrated in one individual.
• Work collaboratively with QA, Software Engineering, Database and BI/Data colleagues to resolve issues safely and consistently.
• Ensure any technical fixes or system changes are completed under the relevant development, QA, data and release processes.

Values

• Work in line with CBS core values of pride, integrity, accountability, continuous improvement and enjoyment.

What You’ll Bring

Essential

• Completion of, or active participation in, a code camp / bootcamp / technical training programme, or equivalent self-directed learning
• GCSE or equivalent English and Maths
• Ability to work in line with CBS Core Values of pride, integrity, accountability, continuous improvement and enjoyment
• Committed to work in accordance with customer centricity values
• Clear interest in building a long-term technical career
• Good communication skills and confidence asking questions
• Strong problem-solving mindset and attention to detail
• Ability to follow process, document findings and keep work organised
• Customer-focused approach when supporting internal users
• Basic understanding of software development concepts
• Basic SQL understanding or willingness to learn
• Able to work collaboratively with QA, Support, Software Engineering, Database and BI/Data colleagues

Desirable

• Awareness of C#, .NET, APIs, JavaScript, TypeScript or web development
• Awareness of databases, reporting, Power BI, data analysis or BI concepts
• Awareness of testing, QA, defect management or release processes
• Awareness of Git, GitHub, Azure DevOps or similar collaboration tools
• Experience in customer service, operations, administration or technical support

The Package

• £26,000 – £30,000 per annum
• 35 hours per week, Monday–Friday
• Hybrid working, 4 days from home after probation
• A supportive environment to thrive and develop

Please note as part of our pre-employment checks, all successful applicants must undergo a basic DBS check prior to starting employment.