System Support Engineer
On-siteCambridge, England, United Kingdom
Job Summary
Provide front-line technical support for Ubisense hardware, software, and systems to internal and external customers, acting as the primary responder for incidents raised by authorized clients. Plan, setup, and maintain customer SmartSpace instances on-premise and in the cloud while troubleshooting diverse problem reports and creating reproducible issue reports for third-level support. Log incidents in detail, perform remote diagnostic support to restore production, and conduct weekly or monthly log file inspections for early issue detection. Assist customers with configuration, software updates, and operational restarts, maintaining documentation and participating in emergency recovery simulations. Join the on-call rota to support customers in Europe and the US during operational hours and service windows.
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
- 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
- Office based
- Participation in scheduled maintenance windows
- Participation in on-call rota for Priority 1 and 2 incidents
Desired Qualifications
- Knowledge of SQL
- Experience with automotive manufacturing
- Experience with GCP
- Experience with AWS
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