At a Glance
- Tasks: Lead technical support for heating systems, resolving complex issues and coaching team members.
- Company: Join Heat Geek, a pioneer in low-carbon heating solutions.
- Benefits: Competitive salary, shares, health insurance, and a learning budget.
- Other info: Hybrid role in a vibrant climate tech hub with great team culture.
- Why this job: Make a real impact on climate change while developing your technical skills.
- Qualifications: Extensive knowledge of heating systems and excellent communication skills.
The predicted salary is between 41850 - 51150 £ per year.
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. 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. 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.
Key Responsibilities
- Technical Escalation: 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.
- Fleet Quality & Performance: 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.
- Scalable Processes & Tooling: 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.
- Team Development: 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.
- Product & Business Influence: 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.
Candidate requirements
- 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.
It’s a bonus if you have:
- 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.
Ways of Working + Benefits
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.
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.
Senior Technical Support Engineer (Customer Experience Team) in London employer: Heat Geek
Heat Geek is an exceptional employer that champions sustainability and innovation in the heart of London. With a vibrant work culture that encourages collaboration and personal growth, employees benefit from flexible hybrid working arrangements and opportunities to lead impactful projects in the green heating sector. The company prioritises professional development and offers a supportive environment where your contributions directly influence the future of sustainable energy solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical Support Engineer (Customer Experience Team) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Heat Geek. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Heat Geek before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Technical Support Engineer (Customer Experience Team) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Heat Geek:Your cover letter is your chance to shine! Tell us why you want to work at Heat Geek specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Heat Geek!
How to prepare for a job interview at Heat Geek
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
