Senior Technical Support Engineer (Customer Experience Team)
Core
Senior technical lead resolving complex heating system issues for installers and homeowners, setting diagnostic standards and driving systemic fixes.
Role type
Senior Technical Support Engineer (Heating Systems)
Builds
In-life care service, alert rules, triage SOPs, and a scalable technical knowledge base.
Domain
Climate tech / Home heating / Hydronics
Required skills
thermodynamics, hydronics, fault finding, root cause analysis, process design, technical documentation, team coaching, stakeholder management
Preferred skills
Heat Pump technology, CRM systems, AI-integrated support tools, Heat Geek Mastery Qualification
Technologies
Featurebase, AI-assisted support tools
Responsibilities
Lead root cause analysis for complex heating system escalations; build and maintain technical SOPs and knowledge bases; analyze fleet data to identify recurring failures; coach team members and develop training; represent installer feedback to product and engineering teams; decide when site visits are required.
Seniority
Senior, hands-on IC with team leadership