Senior Technical Support Engineer (Customer Experience Team)

Senior Technical Support Engineer – CX Team Type: Full time Reports to: Senior Manager, Customer Experience What We Do 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! Join Us! 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. The role 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.