Customer Support Analyst

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

• 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.