What you’ll do

• Provide 2nd-line technical support for escalations from global Client Services, diagnosing issues using logs, photos, videos, installation details, and bench testing where required.
• Resolve common and complex issues wherever possible, escalating only novel or higher-risk cases with clear handover packs for the Technical Director.
• Create, deliver, and continually improve product training for internal teams and external installers, including session planning, practical exercises, facilitator notes, feedback loops, and follow-up improvements.
• Author and maintain user-facing technical collateral including Operation and Maintenance guides, Quick Start guides, Help Sheets, and manual updates.
• Build and curate internal Q&A content and customer-facing Knowledge Centre material, tagging content for AI-assisted self-service and using support patterns to reduce repeat queries.
• Create and support digital learning assets such as video tutorials, e-learning modules, storyboards, scripts, and interactive guidance in collaboration with Marketing.
• Perform demonstration installs, validate instructions from an installer’s perspective, and contribute to selective practical or field validation work.
• Publish technical communications such as training updates, SharePoint posts, and short blogs on underfloor heating, controls, and regulatory themes.

What we’re looking for

• Experience providing technical support, product guidance, or troubleshooting in a structured service environment.
• Strong written communication, with the ability to make technical information clear, accurate, and useful for non-specialist audiences.
• Confidence delivering product or technical training to colleagues, installers, or customers.
• Logical troubleshooting skills and the ability to gather and interpret evidence from photos, videos, logs, wiring details, and installation information.
• Good organisation, attention to detail, and confidence maintaining records, schedules, and follow-up actions.
• Experience creating guides, FAQs, help sheets, training decks, knowledge-base entries, or similar technical content.
• Proficiency with Microsoft 365; experience with Adobe Creative Suite, e-learning tools, or CAD is desirable.
• Knowledge of underfloor heating, heating controls, electrical products, construction products, or building services is desirable.

What we offer

• Salary of £35,000–£45,000 per annum, depending on experience.
• Discretionary bonus aligned to the TechOps structure.
• Employer pension contributions in line with government requirements.
• Private healthcare after successful completion of probation, subject to scheme rules.
• Life assurance
• Income protection
• 24 days’ annual leave in the first calendar year, pro-rated as applicable.
• Eyesight checks and a contribution towards glasses.
• Cycle to work scheme.
• A supportive, practical team environment with opportunities to build specialist technical expertise and contribute to global learning resources.

Application note

If you are interested in either role, please send your CV and a short covering note explaining which position you are applying for and why the ProTech support and training work appeals to you. All information received will be kept in strict confidence and used only for employment-related purposes. Whilst the role is advertised as hybrid, the first four weeks will require attendance in the office four days per week.