Support Engineer

New Today

Overview

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.
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Apply
Location:
London, England, United Kingdom
Salary:
£100,000 - £125,000
Job Type:
FullTime
Category:
Engineering

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