> Markdown version of [/jobs/ext/2314389-operations-support-engineer](https://www.wearedevelopers.com/jobs/ext/2314389-operations-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Operations Support Engineer - **Company:** EarthSense - **Location:** Leicester, UK - **Salary:** £30,000.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Databases, Database Queries, Issue Tracking Systems, Er-Win - **Published:** August 3, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=245a2d257c895d22 ## About the Role * 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. ## Description 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. ## Related Videos - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Dangerous Reactivity: Why AI Output Is the New XSS](https://www.wearedevelopers.com/videos/100115-dangerous-reactivity-why-ai-output-is-the-new-xss) - [Plan to link your LLM to your production database? 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