Technical Support Agent

Salary: £28,000 - 34,000 per year

Requirements:

• Sound technical aptitude and a genuine interest in learning how our solutions work
• Strong problem-solving and troubleshooting skills, with a logical, methodical approach
• A high standard of customer care, and the confidence to handle difficult customer conversations calmly and professionally
• Clear written and verbal communication
• Well organised, able to manage and prioritise a varied workload that includes urgent issues
• Comfortable using ticketing or CRM systems such as HubSpot
• Experience in a technical support, helpdesk or contact centre environment
• Familiarity with heating, hot water, heat pump, IoT or connected home products
• Understanding of home networking and connectivity troubleshooting

Responsibilities:

• Be the first point of contact for inbound calls and HubSpot tickets across our full customer and partner base
• Log, categorise and prioritise every enquiry accurately in HubSpot
• Own tickets through to resolution, keeping customers informed on timescales
• Escalate to second-line, engineering or field teams with a clear handover of the diagnosis and steps already taken
• Diagnose and resolve product, hardware and firmware issues across our cylinder range, including heat pump, commercial and Cube X solutions
• Support customers and installers through commissioning
• Help users set up and get the most from our app and home energy management system
• Troubleshoot connectivity and network issues affecting the cylinder or app
• Work methodically through faults using diagnostic tools, product documentation and careful questioning to find the root cause
• Recognise and prioritise emergencies such as no hot water or a cylinder leak
• Provide calm, clear guidance to make the situation safe and arrange the right response or escalation
• Follow the correct process for urgent and safety-related issues without delay
• Build and maintain a strong working knowledge of our solutions, keeping it current as the products evolve
• Contribute to knowledge-base articles, FAQs and troubleshooting guides
• Share recurring issues and product feedback with the wider Service and Engineering teams

Technologies:

• CRM
• Firmware
• Hardware
• HubSpot
• IoT
• Support
• Network

More:

We are on a mission to decarbonise homes and help households save on their energy bills. Founded on research from the University of Oxford in 2014, we have grown into a company with world-class technology tackling one of the biggest challenges in the energy transition: hot water. As the UK electrifies, every home will need a hot water cylinder. Our smart technology turns each one into a connected heat battery, helping the grid take on more renewable energy while lowering bills for homeowners and tenants. In 2025 we were awarded the Kings Award for Enterprise in Innovation, and we recently secured £12 million in funding led by Barclays Climate Ventures to accelerate our next phase of growth. We are also an accredited Living Wage Employer. This is an office-based, permanent full-time role in Eynsham, Oxfordshire, working 37.5 hours per week Monday to Friday. We offer a wellbeing package including Benenden Healthcare, a Health Cash Plan, an Employee Assistance Programme with free counselling and advice, Cycle to Work, and free on-site parking. Financial benefits include 5% pension contributions via salary exchange, income protection, potential share options subject to scheme rules, and a discount scheme on everyday purchases. We also provide training and development opportunities, 33 days holiday including public holidays plus up to 5 days unpaid leave, a flexible working policy, enhanced maternity and paternity, and one paid volunteering day per year. Our recruitment process typically includes a profile review, a Teams interview, a relevant assessment, and a face-to-face interview at our Oxfordshire HQ, and we are committed to building a diverse and inclusive workplace.

last updated 36 week of 2026