Job Description

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.