{"id":3872920,"url":"https://alion.io/job/oneadvanced-support-engineer-customer-service","title":"Support Engineer (Customer Service)","company":{"id":51451,"name":"OneAdvanced","domain":"oneadvanced.com","url":"https://alion.io/company/oneadvanced","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":6,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":19,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-06T15:12:33Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-07T17:27:08Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Join OneAdvanced\nAt OneAdvanced, we're looking for a customer focused Support Engineer to join our Services team, helping customers get the most out of our business software.\nThis isn't your traditional IT support role. You'll be supporting customers who use our software to manage their day-to-day financial and accounting processes, helping them navigate the system, troubleshoot issues and find solutions.\nWe're particularly interested in people who have a background in customer service, finance administration, accounts or credit control. If you understand processes such as invoicing, billing, ledgers, payments or debits and credits, and enjoy helping people solve problems, this could be a great opportunity to develop your career in software support.\nYou don't need to be an IT expert or have previous experience supporting software. What's important is your ability to understand customer needs, investigate problems, communicate clearly and learn new systems. We'll provide training on our software and support you as you build your product knowledge.\nWhat You Will Do\nProviding professional support to customers using OneAdvanced's software, helping them resolve queries and issues.\n\nUnderstanding customer challenges, asking the right questions and identifying practical solutions.\n\nTroubleshooting software-related issues, particularly those connected to financial processes such as invoicing, billing, payments and accounts.\n\nGuiding customers through system functionality, explaining processes and helping them get the most from the software.\n\nManaging customer queries through to resolution, escalating more complex technical issues to specialist teams where required.\n\nBuilding strong relationships with customers, ensuring they feel supported and informed throughout.\n\nMaintaining accurate records of customer interactions, resolutions and outstanding issues.\n\nCreating and updating knowledge articles, user guides and support documentation to help customers and colleagues.\n\nWorking collaboratively with internal teams to identify recurring issues and improve the overall customer experience.\n\nDeveloping a strong understanding of our software, business processes and customer needs.\n\nWhat You Will Have\nCustomer service experience: You'll be confident communicating with customers, understanding their needs and delivering a positive experience.\n\nProblem-solving skills: You'll enjoy investigating issues, working through challenges and finding solutions.\n\nConfidence using software: You're comfortable navigating different systems, learning new technology and helping others understand how things work.\n\nStrong communication skills: You'll be able to explain information clearly and patiently to customers with varying levels of technical knowledge.\n\nAttention to detail: You'll take care when investigating queries, documenting information and following processes.\n\nA collaborative approach: You'll enjoy working as part of a team, sharing knowledge and supporting colleagues.\n\nIt Would Be Great If You Also Have\nPrevious experience in an accounts, finance administration, credit control or billing role.\n\nExperience providing customer support for business or financial software.\n\nFamiliarity with accounting systems or ERP software.\n\nExperience working with ticketing systems, customer support platforms or CRM systems.\n\nAn understanding of accounting terminology, including debits, credits, reconciliations and ledger processes.\n\nYou don't need to tick every box. We're equally interested in candidates with strong customer service skills and a willingness to learn, particularly if you have some understanding of financial or accounting processes.\nPlease note, applicants must have the legal right to work in the UK at the time of application.#LI-LB1\nWhat We Do For You\nWellbeing that means something\n26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year\nExceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave\nRobust sick pay of up to 13 weeks full pay + 13 weeks half pay\n24/7 Employee Assistance Programme for confidential support\nPrivate medical insurance for everyone, no medical-history exclusions\nFinancial benefits that have your back\nPerformance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures\nIncome protection: up to 75% salary for 5 years if you ever need it\nPension with 5% matched company contributions\nLife assurance worth 4x your salary from day one\nFree financial planning session with the option to engage in more tailored financial coaching.\nGrow your career with us\nSkillsHub learning platform with leadership pathways, future-manager training, and a huge online library\nAccess to external training and apprenticeships\nMaking a Difference\nMatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding\nPennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger\nPlus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:\nULEV car scheme with 1,000+ models\nDental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover, Health Assessment, Gym Membership\nWho We Are\nAt OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.\nWe’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.\nOneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.\nOur secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.\nWe strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.\nProud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback. Join us and become part of a team that’s powering the world of work and making a real difference.\nJoin us and become part of a team that’s powering the world of work and making a real difference.\nLearn more at www.oneadvanced.com","description_format":"text","description_chars":6901,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Gym membership","Health insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["ERP & Business Management Software","EHR & Clinical Software","HR & Payroll Software","Legal Software"],"lifecycle":[{"event":"open","at":"2026-11-06T15:12:33Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":19,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-11-07T05:47:08Z"},"pay":null,"html_url":"https://alion.io/job/oneadvanced-support-engineer-customer-service","json_url":"https://alion.io/job/oneadvanced-support-engineer-customer-service.json","meta":{"generated_at":"2026-11-07T21:32:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":34893,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":51451},"rest":"https://alion.io/mcp/rest/get_company?id=51451"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Foneadvanced-support-engineer-customer-service"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Foneadvanced-support-engineer-customer-service"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Foneadvanced-support-engineer-customer-service"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/oneadvanced-support-engineer-customer-service\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Foneadvanced-support-engineer-customer-service"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3872920}},{"tool":"search_jobs","arguments":{"company":"oneadvanced.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3872920},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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