Support Engineer

Ultimo; City Of London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading software support company in London seeks a Support Engineer (B2B) to resolve customer software queries. The role involves troubleshooting, documenting solutions, and contributing to customer satisfaction in a dynamic environment. Ideal candidates have 1-2 years in technical support, strong English communication skills, and a level 3 diploma in IT or related field. This position offers a permanent contract, competitive salary, and hybrid work model.

Benefits

Permanent Contract

Competitive Salary

Bonus Incentive Scheme

25 Vacation Days + 5 optional

Pension Scheme

Fixed Monthly Allowances

CSR Day for voluntary work

Qualifications

• 1-2 years of experience in a technical customer service role.
• Strong motivation to develop expertise in Ultimo software support.
• Excellent written and spoken English skills.

Responsibilities

• Respond to customer queries via various channels.
• Troubleshoot technical and functional issues.
• Identify potential upsell opportunities.

Skills

Customer-first problem solving

Technical troubleshooting

Communication in English

Affinity with IT

Education

Level 3 diploma in IT Helpdesk or related field

Tools

SQL

XML

Job description

As a Support Engineer at Ultimo, you will be the first point of contact for our customers, partners, and colleagues, ensuring that Ultimo software-related queries and issues are resolved efficiently. Your customer-focused mindset and problem-solving approach will contribute to high customer satisfaction, making a real impact in a dynamic B2B support environment.

The Position:

IFS Ultimo is in a phase of rapid international growth, and we are looking for an enthusiastic Support Engineer (B2B) to strengthen our English-speaking customer support team. In this role, you will be responsible for addressing customer enquiries and resolving software-related issues with a focus on excellent service and high-quality support.

Key Responsibilities:

• Respond to customer queries via phone, Teams, and our support portal.

• Register incidents, track progress, and document solutions accurately.

• Troubleshoot technical and functional issues, prioritising effectively.

• Identify potential upsell opportunities, such as configuration requests, and process them accordingly.

• Escalate complex issues and bugs to the development team with a structured handover.

• Monitor customer satisfaction through acceptance scores and follow up proactively on low scores.

• Contribute to continuous improvements in customer support processes.

What We Offer:

• Permanent Contract & Competitive Salary aligned with market standards, including an 8% holiday allowance.

• Bonus Incentive Scheme based on company and individual performance.

• Hybrid Working Model allowing flexibility between remote work and office presence.

• Career Development Opportunities with tailored learning paths and leadership exposure.

• 25 Vacation Days with the option to purchase an additional 5 days.

• Pension Scheme (50/50 Contribution).

• Fixed Monthly Allowances for phone, home office, and internet expenses.

• Corporate Social Responsibility (CSR) Day for voluntary work.

Who you are

• You’re a customer-first problem solver with a passion for technology and a strong desire to help others succeed.

• You’re comfortable working in a dynamic B2B environment and enjoy tackling both functional and technical issues.

• You’re eager to learn, with a hands-on mindset and the motivation to build expertise in enterprise software support.

• You communicate clearly and confidently in English, both in writing and in conversation, with users of varying technical backgrounds.

• You bring structure, accountability, and a positive attitude to your work, and take pride in delivering high-quality support that makes a difference.

Job Requirements:

• 1-2 years of experience in a technical customer service role.

• Affinity with IT and a strong motivation to develop expertise in supporting Ultimo software.

• Experience with SQL and XML is a plus.

• Excellent written and spoken English skills.

• Level 3 diploma in IT Helpdesk, IT Services, or a related field.