Technical Support Specialist
Simplified Energy | London (Remote/Hybrid) | Full-time
Around £26,000 per annum
About Simplified Energy
We build digital tools for renewable energy installers - solar, battery storage, heat pumps, EV charging and more. Our platform helps installers quote faster, win more business, and deliver a better customer experience.
We're a small, growing team. We move fast, we care about doing things properly, and we take real pride in the product we're building. Our customers are trade-background business owners - practical, straight-talking people who need software that just works. When it doesn't, they come to us, and it matters.
The Role
This is a broad technical support and customer success role - you'll be the first port of call for customers who have questions, hit issues, or need help getting the most out of the platform.
Day to day, that means handling inbound support queries across email and live chat, diagnosing problems, logging and escalating bugs to the development team, and helping customers configure the platform to work for their business. You'll also get involved in onboarding new customers and building out the processes and documentation that make support more scalable over time.
This isn't a passive ticket-handling role. We want someone who's genuinely curious, takes ownership of problems, and can spot patterns in what customers are struggling with - then help us fix them.
Day-to-day Support
- Handling inbound support queries via email and live chat
- Diagnosing and troubleshooting issues across all Simplified products - Instant Quote Tools, Proposals, Service Plans, Customer Portal, and Customer Journeys
- Reproducing bugs, documenting them clearly, and raising them in Linear (our project management tool) for the dev team
- Communicating clearly with customers throughout - keeping them updated, setting expectations, confirming fixes
Platform configuration & onboarding
- Helping new customers get set up - configuring their tools, connecting third-party integrations, and making sure they're up and running quickly
- Supporting existing customers with platform changes, new feature rollouts, and account updates
- Working with digital agencies who manage platforms on behalf of some customers
Process & knowledge building
- Building and maintaining help documentation, FAQs, and internal guides
- Identifying recurring issues and working with the team to reduce their frequency
- Contributing to the development of scalable support workflows as the team grows
What we're looking for
Experience
- 1–2 years experience in a customer-facing or technical role;
- Comfortable working with software platforms and configuring tools - you don't need to write code, but you need to be comfortable understanding technical products
- Experience writing clear, professional customer communications
- Strong verbal communication skills and confidence handling calls/meetings with customers autonomously
Skills & Attributes
- Technically minded - you pick up new software quickly and aren't thrown by unfamiliar systems
- Strong communicator - able to translate technical issues into plain English for non-technical customers
- Methodical problem solver - you don't just pass things on, you dig in and understand what's actually happening
- Organised - you manage multiple issues at once without things falling through the cracks
- Proactive - you spot problems before customers do and take initiative to fix them
Bonus Points
- Experience in the renewable energy or property/construction industry
- Familiarity with tools like Linear, HubSpot, Slack, or similar platforms
- Understanding of how solar, battery, heat pump, or EV charging systems work - or demonstrable ability to learn physical and electrical concepts quickly
- Experience working in a small or early-stage company.
Salary & Package
Salary:
- Around £26,000 per annum
- Some flexibility on salary for the right candidate with more experience
Beyond salary, here's what working at Simplified Energy looks like:
- 25 days holiday
- We are a fully remote team but choose to meet up and work in London for a couple of days a week (this would be up to you)
- Real ownership and responsibility from day one.
- Direct access to the founders and the product team - your feedback will help shape what we build
- A culture that values work-life balance as much as it values hard work
- The chance to grow into a team lead or operations role as we scale
How to Apply
Send us a CV or LinkedIn profile and a short cover note - not a formal letter, just a few lines telling us who you are, what you've done, and why this role interests you. If you've got a specific example of a tricky support or technical problem you solved, we'd love to hear it.
Apply to: [email protected]
Pay: £25,600.00-£28,500.00 per year
Benefits:
Work Location: Hybrid remote in London
