System Support Engineer (German Speaker)
On-siteDüsseldorf, North Rhine-Westphalia, Germany or Cambridge, England, United Kingdom
Job Summary
Provide front-line technical support, incident management, and proactive system monitoring for Ubisense real-time location and smart factory systems deployed at major customers. Plan, setup, and maintain customer SmartSpace instances on premise and in the cloud while troubleshooting diverse problem reports and analyzing logs for early issue detection. Act as the primary responder for incidents raised by authorized customers, providing remote diagnostic support to urgently restore production and ensuring all incidents are logged in detail. Create reproducible issue reports for third-level support and participate in customer root cause analysis as required. This role involves working under pressure within defined SLA windows, with participation in an on-call rota for Priority 1 and 2 incidents covering Europe and the US. Occasional on-site visits and scheduled maintenance windows may occur depending on customer contracts.
Required Qualifications
- Strong background in IT support, enterprise systems, or industrial automation
- Familiarity with Windows/Linux server environments
- Familiarity with network components
- Familiarity with remote access tools
- Experience analysing logs
- Experience analysing system traces
- Experience analysing structured datasets
- Proficient/Native German Speaker
- Competence in using diagnostic utilities
- Competence in using command-line tools
- Understanding of distributed systems
- Understanding of middleware
- Understanding of sensor-based technologies
- Excellent communication skills
- Strong analytical and problem-solving skills
- Ability to work under pressure
- High attention to detail
- Comfortable interacting with customers at all levels
- Experience supporting production-critical systems
- Previous roles in support, NOC, field service, IT operations, or application support
- Exposure to change management
- Exposure to incident management
- Exposure to ITIL practices
- Participation in scheduled maintenance windows
- Participation in an on-call rota
Desired Qualifications
- Knowledge of SQL or comparable data inspection tools
- Experience in automotive manufacturing
- Understanding of distributed systems, middleware, or sensor-based technologies (advantageous)
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.