Customer Support Analyst at Ubisense

Cambridge, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

19 Jul, 26

Salary

0.0

Posted On

20 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident management, Technical support, Log analysis, Windows server, Linux server, Network components, Remote access tools, SQL, Diagnostic utilities, Command-line tools, Distributed systems, ITIL, Change management, Communication skills, Problem-solving, Documentation

Industry

Software Development

Description

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. 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 Depending on customer installation, may include: 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. 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). 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.

Responsibilities

The Support Analyst will provide front-line technical support, incident management, and software maintenance for real-time location and smart factory systems. They will act as the primary technical interface for customers, ensuring system continuity and resolving operational issues.