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For Companies At a Glance
- Tasks: Provide top-notch technical support and ensure smooth operations for smart factory systems.
- Company: Join Ubisense, a leader in Industry 4.0 and the Industrial Internet-of-Things.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on collaboration and continuous learning.
- Why this job: Be part of a team transforming industries with cutting-edge technology and innovative solutions.
- Qualifications: Strong IT support background and excellent communication skills required.
The predicted salary is between 30000 - 40000 ÂŁ per year.
Ubisense is a company at the forefront of Industry 4.0 and the Industrial Internet-of-Things. We build products that transform physical space into “smart space”, enabling software to see, understand and participate in the real world of people and business activities. This unique ability to connect the physical to the digital has been our driving force for more than 18 years and has enabled Fortune 500 manufacturers like Daimler-Benz, Lockheed Martin and John Deere to revolutionise the way they build our cars, the most advanced aircraft and the machinery that grows our food.
About the role
Ubisense is transforming how the world connects physical and digital spaces. Our solutions power smarter, safer, and more productive environments for leading global manufacturers. As we expand, the Support Analyst will play a critical role in ensuring continuity, stability, and quality of service for all customer installations. This role will provide front‑line technical support, incident management, software maintenance coordination, and proactive system monitoring for Ubisense real‑time location and smart factory systems deployed at major customers.
What you will do
- Act as the primary responder for incidents raised by customer authorised personnel.
- Classify and validate incident priority levels (P1–P3) based on operational impact.
- Provide remote diagnostic support to restore production processes as quickly as possible.
- Develop and implement temporary workarounds when immediate resolution is not possible.
- Ensure all incidents are logged with complete detail in customer or Ubisense ticketing systems.
- Adhere to contracted response and resolution times, pausing/resuming work based on coverage windows.
- Maintain accurate incident histories, updates, and communication with customers and internal stakeholders.
Software Maintenance and Coordination
- Receive, validate, and submit reproducible issue reports to Ubisense 3rd-Level support.
- Collect required logs, dataset backups, environment details, and diagnostic outputs for triage.
- Track updates, patches, and new versions from Ubisense product/engineering teams.
- Support installation checks and verification after updates or upgrades.
- Maintain awareness of the support lifecycle for software versions (current + 2 previous).
Extended Support Services
- Log file analysis for early detection of issues (weekly or monthly).
- Supporting operational restarts after production breaks or update deployments.
- On‑Site or remote participation in scheduled maintenance windows.
- Updating configurations based on monitored performance or customer change requests.
- Maintaining operational documentation and inspection records.
- Participating in emergency recovery simulations (where required).
Customer Interaction and Support Governance
- Act as the technical interface with customers.
- Work closely with customer IT/OT staff for first‑level support coordination.
- Ensure customers understand incident reporting procedures and required documentation.
- Maintain the authorised contact lists for each installation.
- Provide clear, concise, and timely communication throughout the incident lifecycle.
System and Environment Knowledge
- Ubisense RTLS hardware (Series 7000, Dimension4, sensors, tags, firmware behaviour).
- Smart Factory software modules (VirtualStation, SmartDevice, Operations Center, Explorer).
- Remote access tools, VPNs, GoldenPC jump hosts, and customer‑specific access processes.
Operational Process and Compliance
- Maintain strict confidentiality.
- Ensure adherence to customer and Ubisense security and site policies.
- Support root‑cause analysis based on both system and configuration‑related findings.
- Participate in ongoing training to remain aligned with product changes and customer environments.
Skills and Experience Required
Technical Skills- Strong background in IT support, enterprise systems, or industrial automation.
- Familiarity with Windows/Linux server environments, network components, and remote access tools.
- Experience analysing logs, system traces, and structured datasets.
- Knowledge of SQL or comparable data inspection tools (desirable).
- Competence in using diagnostic utilities and command‑line tools.
- Understanding of distributed systems, middleware, or sensor‑based technologies (advantageous).
- Excellent communication skills with the ability to simplify complex issues.
- Strong analytical and problem‑solving skills.
- Ability to work under pressure and within defined SLA windows.
- High attention to detail, especially in documentation and logging.
- Comfortable interacting with customers at all levels, especially operational teams.
Background
- Experience supporting production‑critical systems (automotive manufacturing experience is a plus).
- Previous roles in support, NOC, field service, IT operations, or application support.
- Exposure to change management, incident management, or ITIL practices.
Working Conditions
- Office based providing remote support during operational hours and service windows (coverage varies by customer contract).
- Participation in scheduled maintenance windows (some weekends or nights depending on contract).
- Part of an on‑call rota for Priority 1 and 2 incidents.
Customer Support Analyst in Cambridge employer: Ubisense Limited
Contact Detail:
Ubisense Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Analyst in Cambridge
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to current employees at Ubisense. A friendly chat can sometimes lead to job opportunities that aren’t even advertised!
✨Tip Number 2
Prepare for interviews by researching Ubisense’s products and services. Understand how they connect the physical and digital worlds. This knowledge will not only impress your interviewers but also help you answer questions more effectively and show your genuine interest in the role.
✨Tip Number 3
Practice your problem-solving skills! As a Customer Support Analyst, you’ll need to think on your feet. Try mock scenarios where you troubleshoot common issues. This will help you feel more confident during the real deal and demonstrate your analytical abilities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at Ubisense. Make sure to tailor your application to highlight your relevant experience and skills.
We think you need these skills to ace Customer Support Analyst in Cambridge
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Support Analyst role. Highlight relevant experience in IT support and any familiarity with industrial automation or smart factory systems. We want to see how your skills align with what we do at Ubisense!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about technology and how you can contribute to our mission of transforming physical spaces. Keep it concise but impactful, and don’t forget to mention your problem-solving skills.
Showcase Your Communication Skills: Since this role involves a lot of customer interaction, make sure to demonstrate your excellent communication skills in your application. Whether it's through your CV or cover letter, show us how you can simplify complex issues and keep customers informed.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team at Ubisense!
How to prepare for a job interview at Ubisense Limited
✨Know Your Stuff
Make sure you understand Ubisense's products and how they connect the physical and digital worlds. Familiarise yourself with real-time location systems (RTLS) and smart factory concepts, as well as the specific technologies mentioned in the job description. This will show your genuine interest and help you answer technical questions confidently.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've tackled complex issues in previous roles. Think about times when you provided technical support or resolved incidents under pressure. Be ready to discuss your analytical approach and how you ensure clear communication with customers during these situations.
✨Brush Up on Your Technical Knowledge
Since the role requires familiarity with Windows/Linux environments and network components, make sure you're comfortable discussing these topics. If you have experience with SQL or log analysis, be prepared to share specific instances where you've used these skills effectively.
✨Practice Your Communication Skills
As a Customer Support Analyst, you'll need to communicate complex information clearly. Practice explaining technical concepts in simple terms, as if you were talking to someone without a technical background. This will demonstrate your ability to interact with customers at all levels and ensure they understand incident reporting procedures.