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 HubSpot 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 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

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

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