Support Engineer

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.