System Support Engineer

Ubisense Group; Cambridge; On-site; GBP 42,000 - 56,000; Full time

Job summary

Ubisense Group is seeking a Support Analyst to ensure continuity, stability and quality of service for customer installations. You will provide front-line technical support, incident management, software maintenance coordination and proactive system monitoring for Ubisense RTLS and smart factory systems at major customers.

You will become an expert in Ubisense installations, support processes, product behaviour, logging analysis and remote access.

Qualifications

• Experience in IT support for enterprise systems.
• Exposure to change and incident management or ITIL practices.
• Comfortable working with Windows and Linux environments.

Responsibilities

• Provide expert support for Ubisense hardware, software and systems to customers.
• Participate in on-call rota to support Europe and the US.
• Plan, setup and maintain customer SmartSpace instances on premise and in the cloud.

Skills

IT support

Enterprise systems

Industrial automation

Windows server

Linux server

Log analysis

SQL

Diagnostics tools

Networking

Job description

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. In so doing, we augment people and objects with new forms of insight and intelligence that make the environments we live and work in more productive, safe and profitable. 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.

We are a privately held company with around 65 employees, supporting customers across North America, Europe, UK, Japan and the Middle East. We have ambitious and well‑funded growth plans, requiring talented people to help execute on our vision. We are looking for people who are interested in the future, who believe that technology will play a fundamental role in improving the world of tomorrow, and who want to be a part of making that happen.

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.

Key Responsibilities

• Expert support of Ubisense hardware, software and systems to internal and external customers
• Participate in on‑call rota to support customers in Europe and the US
• Plan, setup and maintain customer SmartSpace instances on premise and in the cloud
• Understand and update diverse Ubisense solutions
• Troubleshoot and analyse diverse problem reports
• Act as the primary responder for incidents raised by authorised customers
• Provide remote diagnostic support to urgently restore production
• Ensure all incidents are logged in detail in Ubisense ticketing systems
• Create reproducible issue reports to Ubisense 3 rd ‑Level support
• Participate in customer root cause analysis as required
• Ability to draw evidence from multiple sources including trace files, databases, event logs etc

Service Requests

• Advise and assist supported customers with configuration and software updates
• Regular system maintenance support
  • Log file inspection for early detection of issues (weekly or monthly)
  • Supporting operational restarts after production breaks or system updates
  • Updating configurations based on monitored performance or customer change requests
  • Maintaining operational documentation and inspection records
  • Participating in emergency recovery simulations (where required)

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).
• Participation in scheduled maintenance windows (some weekends or nights depending on contract).
• Part of an on‑call rota for Priority 1 and 2 incidents.