Technical Support Lead

About us Climate X is a purpose-driven technology company, backed by GV (Google Ventures), Western Technologies (early investors in Meta, Google, Palantir), Commerz Ventures, Pale Blue Dot, Deloitte, and other world-class investors. We’re a wonderfully diverse, growing team with physical offices in London and New York City. Demand for Climate X is growing fast, and we need to build our team! You’ll be at the front of a nascent industry, working as part of a fantastic and diverse team, doing things that you can be proud of. We’re excited to have the opportunity to speak with you during this process. Our mission To deepen the understanding of our changing planet and inspire meaningful action. What we do We’re helping the world become more resilient to the impacts of physical climate risks (including floods, fires, storms and more). In doing so, we help drive positive global impact aligned to many of the UN’s Sustainable Development Goals (SDG’s). Our team builds cutting-edge, peer-reviewed science (incorporating climate projections, remote sensing data) and translates that into financial impacts (to the value of assets or business disruption linked to failure of critical infrastructure) that our customers in the financial services industry use to identify, manage and mitigate those risks. Climate X’s customers include the world’s largest banks, asset managers and insurance companies including CBRE, Federated Hermes, Schroders as well as a partnership ecosystem that includes Deloitte, Capgemini and AWS. Combined, they manage over $6.5 trillion of assets. Customers choose us thanks to our ecosystem of products that help solve real human problems and drive tangible business benefits. They love our customer-centric mindset, as well as our pace of innovation in the market. THE IMPACT YOU’LL OWN Part of the Customer Success org, you will support enterprise customers and partners across the Climate X platform, managing inbound support queries and ensuring timely, high-quality resolution Work cross-functionally with Product, Science, Engineering, and Customer Success teams to investigate customer issues and manage escalations through established workflows Troubleshoot platform issues related to APIs, SSO configurations, user permissions, integrations, and platform workflows, collaborating with Engineering where needed Administer and maintain Zendesk, including ticket workflows, automations, dashboards, reporting, and operational hygiene Support customer user lifecycle management, including onboarding support, API key provisioning, feature access management, and user deactivation processes Share recurring support trends, operational insights, and customer feedback with internal stakeholders to help improve customer experience and platform usability Coordinate customer-facing documentation updates across internal teams, ensuring consistency, quality, and publishing standards are maintained Contribute to the ongoing improvement of support operations, workflows, documentation, and internal processes as the company scales ESSENTIAL SKILLS Experience working in a B2B SaaS support, customer operations, technical support, or customer experience environment Strong troubleshooting and problem-solving skills, with the ability to investigate technical platform issues and coordinate resolution across teams Experience using support platforms such as Zendesk, Intercom, Jira, or similar tooling Proven experience working cross-functionally with Product, Engineering, and Customer-facing teams Excellent written communication skills and strong attention to detail Highly organised, with the ability to manage multiple priorities in a fast-paced environment Customer-centric mindset with a proactive and collaborative approach Ability to communicate technical concepts clearly to non-technical audiences DESIRABLE SKILLS Experience supporting enterprise SaaS customers Familiarity with APIs, SSO configurations, integrations, or technical troubleshooting workflows