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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 opportunities for on-site visits and hands-on experience.
- Why this job: Be part of a cutting-edge team that impacts major global manufacturers and their operations.
- Qualifications: Strong IT support background and excellent communication skills are essential.
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 will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
Practice your technical skills! Brush up on your IT support knowledge, especially around incident management and software maintenance. Being able to discuss your experience with similar systems will give you a leg up.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights into the company culture and maybe even share tips on the interview process.
✨Tip Number 4
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.
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 or smart factory systems. We want to see how you can bring your unique skills to our team!
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, it's crucial to demonstrate your excellent communication abilities. Use clear and concise language in your application, and maybe share an example of how you've simplified complex issues in the past.
Detail Your Technical Expertise: We’re looking for someone with a strong technical background, so don’t hold back! List your experience with Windows/Linux environments, log analysis, and any diagnostic tools you’ve used. The more detail you provide, the better we can understand your fit for the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us that you’re proactive and keen to join our team at Ubisense!
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.
✨Master Incident Management
Since the role involves incident management, be prepared to discuss how you would classify and respond to incidents. Think of examples from your past experience where you successfully managed incidents or provided technical support. Highlight your ability to work under pressure and meet SLAs.
✨Show Off Your Communication Skills
Excellent communication is key for a Customer Support Analyst. Practice explaining complex technical issues in simple terms. Be ready to demonstrate how you would interact with customers and internal teams, ensuring everyone is on the same page during an incident lifecycle.
✨Prepare for Problem-Solving Scenarios
Expect to face hypothetical scenarios during the interview. Prepare to walk through your thought process for diagnosing issues, developing workarounds, and maintaining documentation. This will showcase your analytical skills and attention to detail, which are crucial for the role.