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For Companies At a Glance
- Tasks: Provide top-notch technical support and ensure smooth operations for our innovative smart factory systems.
- Company: Join Ubisense, a leader in transforming physical spaces into smart environments.
- Benefits: Enjoy competitive pay, flexible working hours, and opportunities for professional growth.
- Other info: Dynamic work environment with chances to learn and grow in tech.
- Why this job: Be part of a cutting-edge team that shapes the future of Industry 4.0.
- Qualifications: Strong IT support background and excellent problem-solving skills required.
The predicted salary is between 30000 - 40000 ÂŁ per year.
About Ubisense Limited
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
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. The Support Analyst will become an expert in Ubisense RTLS installations, support processes, product behaviour, logging analysis, problem report creation, and remote access mechanisms.
What You Will Do
- Incident Management
- 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
- Actively develop deep expertise in Ubisense RTLS hardware (Series 7000, Dimension4, sensors, tags, firmware behaviour).
- Smart Factory software modules (VirtualStation, SmartDevice, Operations Center, Explorer).
- Customisation integrations (ACS, INTEGRA, SISW/IBS, UTAS, MISTER, etc.).
- Customer‑specific architectural nuances (customer environments vary).
- Remote access tools, VPNs, GoldenPC jump hosts, and customer‑specific access processes.
- Logging systems (continuous logging, bcm files, bisense_log_filter tools, tracing utilities).
- Operational Process and Compliance
- Follow Ubisense support workflows.
- 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.
- 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).
- Soft Skills
- 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).
- Occasional on‑site visits depending on customer requirements.
- 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 employer: Ubisense
Contact Detail:
Ubisense Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Analyst
✨Tip Number 1
Get to know the company inside out! Research Ubisense and its products, especially how they connect physical and digital spaces. This knowledge will help you stand out in interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your problem-solving skills! As a Customer Support Analyst, you'll need to think on your feet. Try some mock scenarios where you troubleshoot issues or manage incidents to get comfortable with the pressure.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and really want to be part of the Ubisense team.
We think you need these skills to ace Customer Support Analyst
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application for the Customer Support Analyst role. Highlight your relevant experience in IT support and any familiarity with industrial automation. We want to see how your skills align with what we do at Ubisense!
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, it's crucial to demonstrate your excellent communication skills. Use clear and concise language in your application to show us you can simplify complex issues and keep customers informed.
Detail Your Technical Expertise: Don’t forget to mention your technical skills! If you have experience with Windows/Linux environments, log analysis, or SQL, make sure to include that. We’re looking for someone who can dive deep into our systems and help our customers effectively.
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 don’t miss out on any important updates. Plus, it shows us you’re keen on joining the Ubisense team!
How to prepare for a job interview at Ubisense
✨Know Your Stuff
Make sure you understand Ubisense's products and how they connect the physical and digital worlds. Familiarise yourself with their RTLS hardware and smart factory software modules. This knowledge will help you answer technical questions confidently and show your genuine interest in the role.
✨Show Off Your Problem-Solving Skills
Prepare to discuss specific examples of how you've handled incidents or technical issues in the past. Think about times when you had to diagnose a problem under pressure and what steps you took to resolve it. This will demonstrate your analytical skills and ability to work within defined SLA windows.
✨Communicate Clearly
Since you'll be acting as the technical interface with customers, practice explaining complex concepts in simple terms. During the interview, focus on your communication style and ensure you can convey information clearly and concisely. This will highlight your soft skills and ability to interact with various stakeholders.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your incident management skills. Prepare for questions like how you would classify an incident or what steps you'd take if a customer reported a critical issue. This will allow you to showcase your understanding of support workflows and your proactive approach to problem resolution.