Operations Support Engineer

We are looking for a capable and inventive support engineer to take ownership of first line support for our global fleet of Zephyr® air quality monitors. You will be the first person a customer speaks to when something stops working, and the person who works out why.

This is not a handle-turning role. Our support function is growing and the systems around it are still maturing. Alongside triaging and diagnosing faults, you will be expected to spot where our tools, documentation and workflows are slowing us down, and to say so. We want someone who brings ideas, tests them, and improves the way we work rather than simply following what is already written down.

You will work with a varied and global customer base, going from assisting air quality consultants in London to remotely supporting an engineering team in Central America., * Own the first point of contact for Zephyr® customers by email and phone, taking each issue from first contact through to resolution.

• Triage and diagnose hardware, sensor, connectivity and data faults, resolving at first contact wherever possible and escalating with a clear, well-evidenced handover when it is not.
• Proactively monitor Zephyr® fleet health using our dashboards and automated tools, identifying and resolving faults in the field before the customer notices them.
• Support customers through installation, deployment and fieldwork on new and existing Zephyr® fleets remotely.
• Log, track and manage requests and incidents in the support ticketing system, documenting technical detail well enough for a colleague to pick the issue up cold.
• Arrange replacement hardware to be shipped using our ERP system

Improving how we work

• Find the pattern behind repeat tickets and help identify the cause, whether that is a documentation gap, a hardware fault mode or a broken internal process.
• Own and develop the first line support workflow: triage criteria, diagnostic routines, escalation paths and the templates and informing the knowledge base articles behind them.
• Manage Zephyr® testing and logistics so that quality-assured hardware reaches customers on time.
• Bring improvement suggestions to the table and see them through. We would rather hear a rough idea early than a polished one late.

• You have worked in a startup or fast-growing SME, where time is short, priorities move and nobody has the luxury of doing things inefficiently.
• You are relentlessly organised. You keep a lot of issues moving at once without dropping any of them.
• You are a practical, creative problem solver who would rather work out why something failed than pass it straight up the line.
• You are comfortable questioning how things are done and confident enough to propose something better.
• You are personable and customer-first, able to talk to technical and non-technical people alike.
• You have an eye for detail and are careful and diligent with fault diagnosis.
• You have strong personal integrity, self-motivation and a tenacity to succeed., * Demonstrable experience in a technical support, service desk or operations role.
• Excellent verbal and written communication.
• Strong problem-solving and analytical skills, with a structured approach to fault diagnosis.
• Evidence of having identified and delivered a process or service improvement in a previous role.
• Confident with standard IT packages, and familiar with CRM or ticketing systems.
• Basic understanding of databases and associated structure.

Desirable

• Knowledge of electronics, PCBs and hardware fault finding.
• Experience with IoT or connected hardware, including mobile connectivity and remote device management.
• Basic understanding of APIs.
• Experience using MySQL Workbench or equivalent database query tools.
• Exposure to ERP or CRM implementation, workflow automation or reporting.

Annual leave, Employee discount, Free parking, Additional leave, Company pension, Discounted or free food, Casual dress, Health & wellbeing programme Permanent, Full-time Hybrid work in Leicester LE4, · Make a positive impact on the air we breathe. Join a purpose-driven organisation using cutting-edge technology to tackle air quality and environmental challenges.

· Comprehensive benefits package, including an Electric Vehicle (EV) salary sacrifice scheme, Cycle to Work scheme, Technology Salary Sacrifice Scheme, employee retail discounts and savings platform, eye test vouchers, life assurance (3x annual salary), and access to confidential medical and wellbeing support.

· Flexible hybrid working, with a collaborative pattern of three days per week in the office, giving you the flexibility to balance home and office working.

· Generous annual leave, including 25 days’ holiday, your birthday off, additional annual leave awarded for long service (up to five years), and the option to buy or sell up to five days’holiday each year.

· Annual performance bonus scheme, recognising individual and company success.

· Real opportunity to shape and develop a growing support function, with the backing of an experienced technical team and a business that values continuous improvement.

· The autonomy to make a difference. This is an exciting opportunity to take ownership of an evolving function, bring your ideas to life, influence how support is delivered, and help shape the future of customer experience with genuine backing from senior leadership.

· A collaborative and social culture, with regular team socials, company events and opportunities to connect with colleagues across the business.

EarthSense was formed with the aim of enabling the world to understand and solve its air quality issues. We provide real-time sensor data and actionable forecasting, enabling our customers to make decisions to improve air quality for the betterment of human health., In your covering letter, tell us about a process you inherited and changed, what was wrong with it, what you did, and what difference it made.

Applicants MUST already be eligible to work in the UK.

Interview Process

Short-listed candidates will be invited to an interview at our offices in Leicester. The interview will include a practical fault diagnosis exercise and a requirement to demonstrate previous experience at an appropriate level.

EarthSense is an equal opportunities employer and is committed to the safety and wellbeing of all.

Pay: £30,000.00 per year