Technical Support Agent

Location :
Eynsham, Oxfordshire (office based) Working pattern:
Full time, 37.5 hours per week, Monday to Friday Contract :
Permanent Salary : £28,000 - £34,000 per annum

About us 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 King's 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.

The role As a Technical Support Agent you will be a first point of contact for everyone who relies on our smart hot water solutions, from homeowners and installers to merchants, developers and building managers. Working from our helpdesk, you will take inbound calls and Hub Spot tickets, get to the bottom of technical and product issues, and guide people through commissioning, connectivity and everyday use of our products and app.

You will support homeowners and end users, installers, merchants, new build developers, social housing managers and commercial building managers. What you will be doing Helpdesk and customer support First point of contact for inbound calls and Hub Spot tickets across our full customer and partner base Log, categorise and prioritise every enquiry accurately in Hub Spot 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 Technical support and troubleshooting 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 Emergency and priority situations 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 Learning and knowledge 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 What you will bring Essential 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 Hub Spot

Desirable 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 What is on offer Wellbeing Benenden Healthcare plan and Health Cash Plan Employee Assistance Programme with access to free counselling and advice Cycle to Work scheme Free on-site parking Financial Pension contributions of 5% on basic salary via salary exchange Income protection Share options potential, not guaranteed and subject to scheme rules Discount scheme on everyday purchases including shopping, holidays and gym membership Training and development Training, and career development opportunities that come with a scale-up in a phase of rapid growth Leave and flexible working 33 days holiday including public holidays, plus up to 5 days unpaid leave Flexible working policy Enhanced maternity and paternity One paid…