About the Role
We’re looking for a Technical Support Executive to join our UK team, helping to streamline technical support and complement the efforts of our account managers to focus on business growth. You’ll be the first point of contact for installers needing assistance with our range of hardware, software, and integrations, ensuring issues are resolved efficiently and effectively.
This role isn’t just about answering tickets - it’s about problem-solving, efficiency, and great customer service. You’ll work at a good pace, focusing on practical solutions rather than getting lost in unnecessary deep dives. Being electrically competent with a working knowledge of wiring regulations is crucial. A strong understanding of networking fundamentals will be beneficial. The right person will have a technical mindset, a natural curiosity for how things work, and the ability to explain complex concepts simply and effectively.
Giving installers the best service in the industry is at the core of our company credo. We’re looking for a passionate, dedicated individual who will join us in championing this value.
What you’ll be doing
- Provide responsive, high-quality technical support to installers via phone, email, and ticketing systems.
- Troubleshoot hardware, software, and system integrations, guiding partners to effective solutions.
- Confidently identify when an issue is caused by external factors such as network setup and guide installers in self-resolving these problems.
- Recognise when to escalate issues - endless rabbit holes or passing the buck - to ensure installers get the best possible resolution.
- Contribute to knowledge-sharing within the team.
- Identify common pain points and suggest improvements for technical documentation and training resources.
- Manage multiple support cases efficiently, ensuring quick resolution times while maintaining quality service.
What We’re Looking For
- Electrically competent - with working knowledge of Wiring Regulations (BS 7671).
- Technical aptitude – experience in hardware, software, or system integration is ideal, but a strong ability to learn, adapt, and troubleshoot effectively is just as important.
- Networking knowledge – a solid understanding of IP networking, routers, firewalls, DHCP, VLANs, and Wi-Fi configurations, with the confidence to diagnose when a network-related issue is impacting an installation and advise an installer on reaching a resolution.
- A natural problem-solver – someone who enjoys troubleshooting, thinks logically, and finds solutions efficiently without getting bogged down.
- Customer-focused mindset – able to communicate clearly, professionally, and patiently with installers, ensuring a positive support experience.
- A team player – in our small, high-performing team, everyone has an impact, and we expect a collaborative, solutions-driven approach.
- Good working pace and efficiency – able to balance speed with quality, handling multiple queries without sacrificing accuracy.
- A hands-on thinker – whether through professional experience or personal projects, you have a natural curiosity for how things work and enjoy figuring things out.
Nice to Have
- Previous experience in technical support, automation, or IT.
- Familiarity with smart home or building automation.
- Experience with Modbus, DALI, or other automation protocols.
Why Join us?
We’re a team that’s passionate about intelligent automation for homes and buildings, and we value people who take ownership of their work and bring passion to the table. In this role, you’ll have the chance to make a real impact, work with cutting-edge technology, and be part of a supportive and knowledgeable team.
If you’re technically minded, have experience with electrical work, have a solid grasp of networking, and enjoy solving problems efficiently, we’d love to hear from you!
Please apply with your CV and a Cover Letter outlining your interest in the role. Thank you.
(Regrettably, we are not able to process Visa sponsorships for this role. Agencies need not enquire, thank you.)
Job Types: Full-time, Permanent
Pay: £32,000.00-£38,000.00 per year
Benefits:
- Additional leave
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
- Referral programme
Schedule:
- Monday to Friday
- No weekends
Application question(s):
- Please describe the level of your IP networking knowledge.
- Do you have working electrical knowledge (i.e. wiring regulations BS7671 / 18th Edition) and would class yourself as being a 'competent person' when it comes to electrical works?
Work authorisation:
- United Kingdom (required)
Work Location: In person