Support Engineer

Location: UK Based – London / Cardiff Office

Right to Work: Applicants must have the right to work in the United Kingdom. We are unable to offer visa sponsorship for this position. All candidates will be required to provide evidence of their right to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006.

Company Description

Aforza is a groundbreaking, fast-growing cloud company focused on transforming the Consumer Goods industry. Backed by key Silicon Valley investors and built-in partnership with Salesforce, the worldwide leader in cloud business applications, Aforza helps Consumer Goods companies drive significant positive commercial transformation.

At Aforza, our values and culture are aligned with how we see the world, and our commitment goes way beyond building great cloud solutions. Yes, we want to build applications that our users love, but we also want to make the world a better place. We not only enable our clients to be more efficient and effective but are also building meaningful partnerships focusing on helping our clients reduce waste by providing best in class intelligence and automation wherever they conduct their business.

Job Description

We're looking for a passionate and technically sharp Help Desk Support Engineer to join our growing Customer Success team. You'll be the first point of contact for Aforza customers around the world, diagnosing and resolving issues across our cloud and mobile platform.

This is a hands-on, customer-facing role where your ability to blend technical problem-solving with clear communication will make a real difference to the field teams and trade planners who rely on Aforza every day.

What You'll Do

• Serve as the first line of support for customer-reported issues, managing cases from initial triage through to resolution
• Diagnose and troubleshoot technical issues across Aforza's web, mobile (iOS & Android), and integration layers; including offline sync, data flows, and Salesforce platform behaviour
• Prioritise and escalate critical issues effectively, coordinating with Engineering and Product teams where needed
• Maintain clear, accurate case documentation and contribute to the internal knowledge base
• Provide timely updates to customers throughout the support lifecycle, ensuring a high-quality experience at every touchpoint
• Support customer onboarding and configuration queries, helping users get the most from the platform
• Identify patterns in reported issues and flag product improvement opportunities to the wider team

What We're Looking For

Required Experience

• 2+ years in a call centre / technical support, help desk, or customer-facing software support role
• Experience supporting SaaS or cloud-based applications
• Familiarity with Salesforce (configuration, objects, permissions, data model) a Salesforce Administrator certification (ADM201) is a strong plus
• Understanding of mobile application support across iOS and Android platforms
• Working knowledge of web technologies (HTML, JavaScript, REST APIs, JSON) sufficient to diagnose integration and data issues
• Solid grasp of database concepts and SQL for log analysis and data investigation
• Experience with ticketing platforms such as Salesforce Service Cloud, Zendesk, or Jira Service Management
• Excellent written and verbal communication skills - you can translate complex technical issues into clear, calm language for non-technical users

Preferable

• Experience in the Consumer Packaged Goods (CPG), FMCG, or field sales software space
• Familiarity with Google Cloud Platform tools or services
• Exposure to trade promotion management, route-to-market, or retail execution software
• Working knowledge of APEX or LWC (Salesforce development)

You Are

• Naturally curious - you dig into problems rather than passing them on
• Composed under pressure and comfortable managing multiple open cases at once
• A clear communicator who can build trust quickly with customers
• Motivated by customer outcomes, not just ticket closure
• Comfortable working in a fast-paced, high-growth scale-up environment

Benefits

There are plenty of good reasons to work for Aforza. Here are a few:

• Salary - competitive salary, plus performance-related bonus.
• Share Options - enrolment in the company’s Share Option Scheme (subject to Board approval).
• Annual Leave - 25 days of entitlement.
• Private Health Cover - Family Plan.
• Life Insurance - 4 x Basic Annual Salary.
• Pension - Group Personal Pension Scheme, 4% from Aforza.
• Perkbox - Membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks.

Please note: the benefits outlined above reflect a typical UK employee package. Specific entitlements may vary depending on your country of hire.