Technical Operations Specialist – Support & Training
Location: London Head Office, Park Royal or Warmup Luton office / hybrid working by agreement
Department: Technical Operations
Reports to: Technical Director
Salary: £35,000–£45,000 per annum, depending on experience, plus discretionary bonus aligned to the TechOps structure
About Warmup and the ProTech team
Warmup is a global leader in smart, energy-efficient heating, designing and supplying trusted underfloor heating systems, controls and connected heating solutions for homes, installers, distributors and commercial projects around the world. We have supplied underfloor heating systems to more than 2.5 million homes worldwide and continue to grow through practical innovation, product quality and excellent technical support.
You will join ProTech, Warmup’s technical engine room: a collaborative, hands-on team that turns product knowledge into better customer outcomes. ProTech supports global Client Services, Sales, Marketing, Technical Writing and product teams by solving escalated technical issues, improving installer guidance, creating training, and building the knowledge systems that help colleagues and customers get the right answer faster. This is a team for people who enjoy understanding how things work, translating technical detail into clear guidance, and making support smarter, more consistent and more scalable.
About the role
As Technical Operations Specialist – Support & Training, you will provide specialist 2nd-line technical support, own and improve product training, and create clear, accurate technical content for Warmup’s global teams and installer audiences. You will resolve escalated issues wherever possible, capture root causes and recurring patterns, and turn that learning into stronger guidance, better knowledge-base content and more effective training.
What you’ll do
- Provide 2nd-line technical support for escalations from global Client Services, diagnosing issues using logs, photos, videos, installation details and bench testing where required.
- Resolve common and complex issues wherever possible, escalating only novel or higher-risk cases with clear handover packs for the Technical Director.
- Create, deliver and continually improve product training for internal teams and external installers, including session planning, practical exercises, facilitator notes, feedback loops and follow-up improvements.
- Author and maintain user-facing technical collateral including Operation and Maintenance guides, Quick Start guides, Help Sheets and manual updates.
- Build and curate internal Q&A content and customer-facing Knowledge Centre material, tagging content for AI-assisted self-service and using support patterns to reduce repeat queries.
- Create and support digital learning assets such as video tutorials, e-learning modules, storyboards, scripts and interactive guidance in collaboration with Marketing.
- Perform demonstration installs, validate instructions from an installer’s perspective and contribute to selective practical or field validation work.
- Publish technical communications such as training updates, SharePoint posts and short blogs on underfloor heating, controls and regulatory themes.
What we’re looking for
- Experience providing technical support, product guidance or troubleshooting in a structured service environment.
- Strong written communication, with the ability to make technical information clear, accurate and useful for non-specialist audiences.
- Confidence delivering product or technical training to colleagues, installers or customers.
- Logical troubleshooting skills and the ability to gather and interpret evidence from photos, videos, logs, wiring details and installation information.
- Good organisation, attention to detail and confidence maintaining records, schedules and follow-up actions.
- Experience creating guides, FAQs, help sheets, training decks, knowledge-base entries or similar technical content.
- Proficiency with Microsoft 365; experience with Adobe Creative Suite, e-learning tools or CAD is desirable.
- Knowledge of underfloor heating, heating controls, electrical products, construction products or building services is desirable.
What we offer
- Salary of £35,000–£45,000 per annum, depending on experience.
- Discretionary bonus aligned to the TechOps structure.
- Employer pension contributions in line with government requirements.
- Private healthcare after successful completion of probation, subject to scheme rules.
- Life assurance
- Income protection
- 24 days’ annual leave in the first calendar year, pro-rated as applicable.
- Eyesight checks and a contribution towards glasses.
- Cycle to work scheme.
- A supportive, practical team environment with opportunities to build specialist technical expertise and contribute to global learning resources.
Application note
If you are interested in either role, please send your CV and a short covering note explaining which position you are applying for and why the ProTech support and training work appeals to you. All information received will be kept in strict confidence and used only for employment-related purposes. Whilst the role is advertised as hybrid, the first four weeks will require attendance in the office four days per week.
