Ubisense
System Support Engineer (German Speaker)
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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
Incident Management
- 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
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Problem Investigation
- Create reproducible issue reports to Ubisense 3rd-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.
- Proficient/Native German Speaker
- 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).
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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.
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