Product Support Manager, Guru Systems
£45-46k
2-3 days a week in office (London Bridge, London)
Hardware and data analytics platform for energy systems
Be an early applicant
Hardware and data analytics platform for energy systems
21-100 employees
Be an early applicant
£45-46k
2-3 days a week in office (London Bridge, London)
21-100 employees
Company mission
Guru Systems' mission is to make energy systems more transparent, lower cost and lower carbon.
Role
Who you are
- Technical aptitude and interested in software and wireless Internet of things technology
- A strong client advocate
- A self starter
- Proactive problem solver focussed on driving through effective solutions including in escalated situations
- Active listener
- Confident calling, meeting and training clients and keen to build strong relationships with them
- Keen attention to detail
- Great written skills
- Thrives in a fast-paced environment. Agile and can navigate competing priorities
- Actively manages risk, providing management with suitable visibility
- Always considering how to work smarter
- Ability to collaborate with and deliver through others, including when they are more senior
- Happy to learn from mistakes and ask for help, support and advice
Desirable
- Support desk experience - first, second or third line
- IOT and wireless technology knowledge
- An understanding of metering/monitoring heat networks or similar utility systems
- Intermediate spreadsheet skills
What the job involves
- Become an expert in how our B2B clients utilise our Guru Pay and Guru Pinpoint software including how data is extracted from our hardware. Ensure that client data is accurately represented in our software. Support the Sales team where needed.
- Improve client engagement and satisfaction with our software to avoid churn by handholding clients and by providing engaging and effective training. Collate client and internal operations team feedback on bugs and new features and be the client advocate in prioritisation discussions with the Product and Engineering teams.
- Consistent connectivity between our client’s properties and our databases via gateways, routers, 4G or ADSL lines is critical to the provision of up to date data. This role will provide oversight of these connections whether managed by Guru or our clients
- Clients can use Guru’s API to draw data from our system into theirs. In addition, Guru can ingest data from non-Guru hardware into our Pinpoint software. This role will be responsible for the client-facing aspects of these integrations working closely with our technical engineering team
- Work alongside the Support team to gather insights from Support tickets to improve the service we deliver to our clients and reduce the volume of Support. As a product expert, you will be familiar with all first line support queries and provide Support leave cover if needed
Application process
- 1. Online interview with hiring manager (COO)
- 2. Face to face interview
- 3. Offer
Salary benchmarks
Our take
Domestic heating alone accounts for 13% of the UK’s annual emissions footprint, which is comparable to the contribution of all petrol and diesel cars on UK roads, and low carbon heat networks are a fundamental part of the UK’s decarbonisation strategy. Guru’s technology supports both the digitalisation and decarbonisation of heat, two of the biggest challenges we face in the transition to a net-zero emissions future.
Guru is part of the solution to this problem as a supplier of IoT hardware, software, and analytics solutions to energy companies, house builders, developers and housing associations looking to reduce their carbon footprint.
Guru's technology also helps lower operating costs, meet regulatory obligations, and deliver the most efficient and cost-effective services to customers. The Guru System provides real-time data on tenants’ energy use, enabling housing associations to quickly intervene to safeguard residents’ well being.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
37% employee growth in 12 months
Company
Employee endorsements
Inspiring mission
"I joined Guru Systems because I wanted to use my skills to help fight climate change. Every new client is an opportunity to reduce carbon..."
Funding (1 round)
Jun 2021
$2.6m
Total funding: $2.6m
Company benefits
- We offer great perks and discounts with free access to health and wellness support and more
- Be part of a growing innovative business and help shape the future of energy
- Collaborative, flexible and friendly environment
- Bespoke personal development budget of £1,500 per annum
- We host regular socials and are always finding creative ways of staying connected with each other
- To our loyal Gurus (1+ years) we offer work from anywhere for one month of the year
- Employee Referral scheme
- 2 Volunteer day annually
- 25 days holiday (pro-rata for part-time roles) plus bank holidays, with additional holiday entitlement after two years service up to 30 days
- Health insurance including a dental allowance
- Guru Systems will match 5% pension contributions
- Cycle to work scheme
Company values
- Make a difference
- Be true
- Think big
- Be inclusive
- Help each other
- Own it
Company HQ
Bermondsey, London, UK
Articles
Leadership
Casey Cole
(CEO)Background in low carbon energy as former Director at Fontenergy.
Diversity, Equity & Inclusion at Guru Systems
Monika Racz (Office & HR Administrator)
- Equal access to, and opportunity at work is not only the right thing to do for individuals and society, but makes total business sense!
- With a diverse team, group performance is improved as people try to come up with unique and creative solutions for the task at hand.
- With our diverse team, each team member is able to gain perspective into the other person's world, which is awesome!
- With better communication, team performance also improves so we pride ourselves in encouraging feedback and being open and honest in the workplace.
- Wellbeing is super important to us at Guru, and we know that the feeling of belonging in the workplace is key to unlocking the potential of diversity in our team.
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