Operations Support Engineer

• We own the first point of contact for our Zephyr® customers by email and phone, taking each issue from first contact through to resolution.
• We triage and diagnose hardware, sensor, connectivity and data faults, resolving at first contact wherever possible and escalating with a clear, well-evidenced handover when needed.
• We proactively monitor Zephyr® fleet health using our dashboards and automated tools, identifying and resolving faults in the field before the customer notices them.
• We support customers through installation, deployment and fieldwork on new and existing Zephyr® fleets remotely.
• We log, track and manage requests and incidents in the support ticketing system, documenting technical detail clearly enough for a colleague to pick the issue up cold.
• We arrange replacement hardware to be shipped using our ERP system.
• We 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.
• We own and develop the first line support workflow, including triage criteria, diagnostic routines, escalation paths, templates and knowledge base articles.
• We manage Zephyr® testing and logistics so that quality-assured hardware reaches customers on time.
• We bring improvement suggestions to the table and see them through.

Technologies:

• CRM
• ERP
• Hardware
• IoT
• Support
• Mobile
• MySQL

• We need demonstrable experience in a technical support, service desk or operations role.
• We need excellent verbal and written communication skills.
• We need strong problem-solving and analytical skills, with a structured approach to fault diagnosis.
• We need evidence of having identified and delivered a process or service improvement in a previous role.
• We need confidence with standard IT packages and familiarity with CRM or ticketing systems.
• We need a basic understanding of databases and associated structure.
• We need knowledge of electronics, PCBs and hardware fault finding.
• We need experience with IoT or connected hardware, including mobile connectivity and remote device management.
• We need a basic understanding of APIs.
• We need experience using MySQL Workbench or equivalent database query tools.
• We need exposure to ERP or CRM implementation, workflow automation or reporting.
• We require eligibility to work in the UK.

We are EarthSense, a purpose-driven company formed to help the world understand and solve air quality issues through real-time sensor data, actionable forecasting, software and hardware. Our tight-knit, dynamic team has deep expertise in sensor design, pollution modelling and analysis, and we support government and industry customers globally. This is a full-time, permanent Operations Support Engineer role based onsite at Space Park Leicester, UK, with a salary of circa £30,000 plus benefits, reporting to our Support Team Lead. We offer a comprehensive benefits package, generous annual leave, annual performance bonus, a collaborative social culture, and the opportunity to shape and improve a growing support function with real backing from senior leadership.