--- title: 'Senior Technical Support Engineer (Customer Experience Team) at Heat Geek' canonical: 'https://feeny.ai/job/senior-technical-support-engineer-customer-experience-team-heat-geek-london-228k06n238p7' type: 'job' last_seen: '2026-11-08' --- # Senior Technical Support Engineer (Customer Experience Team) at Heat Geek - **Company:** Heat Geek - **Location:** London, United Kingdom - **Posted:** 2026-11-02 - **Last confirmed live:** 2026-11-08 - **Apply:** https://job-boards.eu.greenhouse.io/heatgeek/jobs/5024728101 ## Job description 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. - 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. So please drop us a message or share more detail in your application! 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. 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. ## About Heat Geek ## Company Overview - **One-liner**: Heat Geek is a UK-based technology company that empowers independent installers with AI tools and a digital platform to accelerate heat pump adoption and decarbonise home heating. - **Entity Type**: Private (Seed + Venture funded) - **Headquarters**: London, United Kingdom - **Founded**: 2016 - **Founders**: Adam Chapman and Aadil Qureshi (Co-Founder & CEO) ## Core Business - **Primary industry**: Home energy / Heat pump installation / Climate tech - **Target customers**: B2C (homeowners) and B2B (independent heating installers) - **Mission**: To revolutionise home energy and make Net Zero a reality by enabling carbon-free heating through heat pumps. ## Products & Services - **[Heat Pump Installation Service](https://www.heatgeek.com/)**: Connects homeowners with certified, trained installers (Heat Geeks) for end-to-end heat pump installation, including AI-based design, financing, grants, and a performance guarantee with up to 7-year warranty. - **[Installer Community & Training](https://www.heatgeek.com/about)**: Largest community of independent renewable installers in the UK, offering training, support, and a knowledge hub. - **[Technology Platform](https://www.heatgeek.com/about)**: Uses LiDAR, AI, and data analytics to design optimal heat pump installations for each home. - **[Media Platform (YouTube)](https://www.heatgeek.com/about)**: Educational content with 69k subscribers and over 6 million views, pushing the industry forward. ## Market Standing - **Valuation/Market Cap**: Not disclosed (private) - **Key Metric**: Total Funding $4.7M (Seed round, Feb 2024) led by Transition, plus a venture round in March 2026 from Carrier Ventures (undisclosed amount) [linkedin.com](https://uk.linkedin.com/company/heat-geek) [ir.carrier.com](https://ir.carrier.com/news/news-details/2026/Carrier-Ventures-Invests-in-Heat-Geek-to-Accelerate-Heat-Pump-Adoption-Across-Europe/default.aspx) - **Notable Investors/Partners**: Transition (seed lead), Carrier Ventures (strategic investor), Which? Trusted Trader - **Growth Signals**: 26 employees (+3.4% YoY), 2,000+ heat pumps installed, 4.8★ customer rating, 11,679 LinkedIn followers (+24.7% yearly), active job postings increasing 100% monthly [linkedin.com](https://uk.linkedin.com/company/heat-geek) [heatgeek.com](https://www.heatgeek.com/) ## Competitive Advantages - Largest aggregate installer audience in the UK. - Proprietary AI tools for heat pump design (LiDAR, data analytics). - Digital-first experience with remote monitoring and performance guarantee. - Strong community and training for installers, creating a network effect. - Backed by Carrier, a global HVAC leader, providing credibility and scaling potential. ## Strategic Focus - Scaling the installer network across the UK and potentially Europe (Carrier Ventures investment suggests European expansion). - Continuing to develop AI and data-driven tools to improve installation efficiency and customer experience. - Driving adoption of heat pumps from early adopters to mainstream homeowners. ## Why Work Here - **Culture**: Values include "Steepen the Gradient" (high-velocity growth), "Jank it, Jujj it" (rapid prototyping and refinement), "Outcomes are our Legacy" (tangible climate impact), "Question the System", and "Embrace Eccentricity". Described as a place where you can have real climate impact, work hard, learn constantly, and laugh a lot [heatgeek.com/careers](https://www.heatgeek.com/careers). - **Perks**: Private health and dental insurance, gym membership contribution, £5,000 towards your own heat pump, cycle to work scheme, company options (equity), teamwide annual retreat [heatgeek.com/careers](https://www.heatgeek.com/careers). - **Work policy**: Likely hybrid/office in London (interviews involve onsite visits). Headquarters in London. - **Engineering culture**: Emphasis on building, data-driven decisions, and innovation. They have a Data Science & Insights Lead. - **Hiring process**: Initial call, dig deeper with manager, meet the team onsite (1-2 times). Simple and transparent [heatgeek.com/careers](https://www.heatgeek.com/careers). ## Sources 1. [heatgeek.com/careers](https://www.heatgeek.com/careers) 2. [heatgeek.com/about](https://www.heatgeek.com/about) 3. [heatgeek.com](https://www.heatgeek.com/) 4. [linkedin.com/company/heat-geek](https://uk.linkedin.com/company/heat-geek) 5. [ir.carrier.com](https://ir.carrier.com/news/news-details/2026/Carrier-Ventures-Invests-in-Heat-Geek-to-Accelerate-Heat-Pump-Adoption-Across-Europe/default.aspx) ## Other roles at Heat Geek - [Junior Operations & Support Associate](https://feeny.ai/job/junior-operations-support-associate-heat-geek-utrecht-wzqwges4kv1p) — Utrecht, Netherlands - [Senior Quality Assurance Geek](https://feeny.ai/job/senior-quality-assurance-geek-heat-geek-england-7r4zb1vd8fj5) — England, United Kingdom - [Support Associate](https://feeny.ai/job/support-associate-heat-geek-london-23vfwd88gw75) — London, United Kingdom - [Supply Chain & Planning Lead](https://feeny.ai/job/supply-chain-planning-lead-heat-geek-london-cszdre9j9z50) — London, United Kingdom - [Customer Experience Associate](https://feeny.ai/job/customer-experience-associate-heat-geek-london-qpgt5efqhbdc) — London, United Kingdom - [Head of Finance](https://feeny.ai/job/head-of-finance-heat-geek-london-8ydhnp5ztk94) — London, United Kingdom