Senior Technical Support Engineer (Customer Experience Team)
Heat Geek
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Benefits offered by this job
Job summary
Heat Geek is seeking a Senior Technical Support Engineer to lead complex escalations within the Customer Experience team. You will own end-to-end fault analysis on heating systems and set the standard for diagnosing and resolving issues.
You will build and own the knowledge base, coach teammates, and work with product, engineering and installation teams to turn recurring problems into lasting fixes. This 3‑day‑in‑the‑office hybrid role is based at Sustainable Ventures in Waterloo, offering a
Qualifications
- Extensive knowledge of heating systems and regulations.
- Clear, structured communication to explain issues.
- Real-world installation experience.
- Excellent customer-facing skills under pressure.
- Experience building scalable processes.
- Highly organized with strong attention to detail.
- Ability to write clear technical docs for varied readers.
Responsibilities
- Own complex escalations from installers and homeowners end to end, guiding root-cause analysis and defining corrective actions through to resolution.
- Agree remedial work with installers, ensuring solutions meet Heat Geek’s quality, regulatory and compliance standards.
- Use sound engineering, commercial and customer‑focused judgement to decide when a site visit is needed, and hand cases over cleanly to field, commercial and engineering teams.
- Build and own the in‑life care service, including alert rules, severity tiers and triage SOPs for each issue type.
- Oversee monitoring run by the CX team, handle complex alerts
- Analyse fleet data to spot recurring failures
- Uphold Heat Geek’s technical standards and use front‑line insight to improve design guidance, commissioning standards and processes.
- Replace manual effort and reliance on individual expertise with processes that scale as the business grows.
- Own the technical accuracy of AI‑assisted support tools, correcting outputs that diverge from Heat Geek’s approach.
- Lead the technical development of the Upgrades CX team, identifying knowledge gaps and delivering training that sticks.
- Build and maintain a library of technical SOPs and a technical database that standardise how we handle issues, capture lessons from every case, and help both non‑technical colleagues and installers resolve known problems without escalating
- Act as the team’s technical sounding board on unfamiliar or borderline cases.
- Represent the installer voice across the business, gathering feedback through Featurebase, conversations and escalations, and presenting key themes at team meetings and sprint demos.
- Contribute meaningfully to the Heat Geek technical forum, gathering issues raised by the CX team and making sure they lead to positive changes across the business.
- Separate one‑off problems from systemic gaps, and turn frontline insight into clear input for product and engineering.
Skills
Tools
Job description
Type: Full time
Reports to: Senior Manager, Customer Experience
At Heat Geek, we are tackling one of the UK’s biggest carbon contributors: home heating. Nearly 20% of all UK carbon emissions stems from home heating – and that contribution is even bigger on a global scale. At Heat Geek, we are changing that. By simplifying a traditionally complex industry and revolutionising the technology used by installers, we’re making low‑carbon heating mainstream. We have already prevented over 2,500 metric tonnes of carbon from entering our atmosphere as of May 2026, and we aren’t stopping there!
People are at the core of who we are and what we do. From decreasing homeowners’ energy bills to help with the cost of living, to empowering talented heating engineers to perform outstanding installations, to ensuring a greener world for all of us, we believe in the power of what we can all do together. – And we need passionate, talented, hard working people to be a part of this journey.
As our Senior Technical Support Engineer, you’ll be the technical lead in the Customer Experience team, resolving issues with underperforming heating systems. You’ll take on our most complex cases, set the standard for how we diagnose and resolve technical issues, and be the final escalation point when installers or homeowners face problems that need a deep understanding of heating systems.
You’ll oversee support for systems both before and after commissioning, bringing strong knowledge of thermodynamics and hydronics alongside hands‑on troubleshooting experience. You’ll build and own the team’s knowledge base, coach and develop team members, and work with product, engineering and installation teams to turn recurring issues into lasting fixes.
- Own complex escalations from installers and homeowners end to end, leading root cause analysis and defining corrective actions through to resolution. Reassure homeowners and give expert guidance throughout, maintaining our 5-star service and outcomes.
- Agree remedial work with installers, ensuring solutions meet Heat Geek’s quality, regulatory and compliance standards.
- Use sound engineering, commercial and customer‑focused judgement to decide when a site visit is needed, and hand cases over cleanly to field, commercial and engineering teams so they’re resolved quickly and efficiently.
- Build and own the in‑life care service, including alert rules, severity tiers and triage SOPs for each issue type.
- Oversee monitoring run by the CX team, handle complex alerts
- Analyse fleet data to spot recurring failures
- Uphold Heat Geek’s technical standards and use front‑line insight to improve design guidance, commissioning standards and processes.
- Replace manual effort and reliance on individual expertise with processes that scale as the business grows.
- Own the technical accuracy of AI‑assisted support tools, correcting outputs that diverge from Heat Geek’s approach.
- Lead the technical development of the Upgrades CX team, identifying knowledge gaps and delivering training that sticks.
- Build and maintain a library of technical SOPs and a technical database that standardise how we handle issues, capture lessons from every case, and help both non‑technical colleagues and installers resolve known problems without escalating
- Act as the team’s technical sounding board on unfamiliar or borderline cases.
- Represent the installer voice across the business, gathering feedback through Featurebase, conversations and escalations, and presenting key themes at team meetings and sprint demos.
- Contribute meaningfully to the Heat Geek technical forum, gathering issues raised by the CX team and making sure they lead to positive changes across the business.
- Separate one‑off problems from systemic gaps, and turn frontline insight into clear input for product and engineering.
- Extensive technical knowledge of heating systems and associated regulations, with proven experience in fault finding
- Clear, structured communication, able to explain complex issues simply and give direct, technically credible feedback to installers and advice to homeowners
- Real world installation experience
- Excellent customer‑facing skills, with a level‑headed approach under pressure
- Experience building and improving processes that scale
- Highly organised, with excellent attention to detail
- Ability to write clear, structured technical documents that can be followed and understood by both technical and non‑technical readers
- Heat Geek Mastery Qualification
- Technical knowledge of Heat Pumps
- Experience with a CRM system
- Experience of working with AI integrated systems and automations
We believe great teams are built from different ways of thinking, learning, and living, and as such, we strive to build an organisation where people can show up as themselves. Even if you don’t tick every box listed above, but are passionate about the work that we are doing and believe that you can make a positive impact here, we’d love to hear from you. So please drop us a message or share more detail in your application!
This is a 3‑day‑in‑the‑office hybrid role where you will work with the team at our office in Sustainable Ventures in Waterloo, Europe’s biggest climate tech hub. It’s a 5‑minute walk from Waterloo Station and an energising space for anyone working on climate change. And don’t get us started on the epic view!
Some of our measurable benefits include:
£5,000 contribution towards your own heat pump installation
Shares in the company, allocated under a tax‑incentivised scheme
Salary that’s evaluated regularly, and based on skills, impact, and role scope - not negotiation tactics
Private medical & dental insurance
- Learning and development budget
- Annual summer retreat
- Gym membership contribution
- Season train ticket loan
- Cycle to work scheme
- Yoga, run club and social events with other sustainability startups in our co‑working space
…alongside regular socials and regular collaboration opportunities with a team that’s passionate, hardworking, and kind.
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