Technical Support Lead (вакансія неактивна)

OpenWeather Group is a forward-thinking technology group comprising several innovative companies, including OpenWeather Ltd and Ulla, all headquartered in the iconic Gherkin, one of London’s most recognised business centres.

With over a decade of success, OpenWeather Ltd is a leading global provider of weather data and environmental intelligence, trusted by 8 millions of users and a wide range of industries, from agriculture and energy to insurance and logistics. Our products combine satellite imagery, big data, and advanced analytics to help businesses make smarter, weather-informed decisions.

Ulla, our AI-powered assistant platform, is the latest addition to the group and is experiencing rapid growth. Recently backed by £500,000 in private investment, Ulla is designed to act as a powerful assistant capable of resolving a wide variety of tasks, supporting everything from customer service and internal processes to decision-making and data analysis. Ulla represents the future of AI-led business support, and we are just getting started.

What we are looking for:

This hybrid role blends deep technical problem-solving, customer-facing support, and internal coordination. You’ll lead our second-line technical support efforts, acting as the critical bridge between helpdesk, sales, development, and, when needed, the customer.

You’ll also take ownership of our support knowledge base, ensuring it remains up-to-date, useful, and scalable as we grow. This role is ideal for someone who is technically sharp, process-oriented, and thrives in cross-functional environments.

• Strong Technical Background: Experience supporting SaaS or API-first platforms, with hands-on familiarity with HTTP, REST APIs, authentication mechanisms (OAuth, tokens), and debugging tools (curl, Postman).
• Customer-Oriented Mindset: Excellent verbal and written communication skills; comfortable consulting clients directly and simplifying complex technical information.
• Process & Documentation Focused: Familiar with SLA-driven support, structured troubleshooting, and writing detailed, reusable documentation for internal and external audiences.
• Cross-Team Communicator: Ability to work effectively across sales, support, and engineering; diplomatic and clear in handovers and updates.
• Proactive & Autonomous: Self-motivated, structured, and able to own the full lifecycle of a support case or initiative.
• Leadership & Mentorship: Previous experience guiding a support team or mentoring is a plus.

Responsibilities:

• Lead and manage the second-line technical support function, processing requests from high-priority customers of OpenWeather.
• Act as the main escalation point for high-priority technical issues from the helpdesk and sales teams.
• Monitor and ensure adherence to SLA obligations, prioritising and escalating time-sensitive issues appropriately.
• Coordinate with the development team to resolve escalated bugs, technical questions, or outages, and communicate resolutions back to internal teams or customers.
• Own and maintain the support knowledge base — write, update, and organise technical support articles and troubleshooting guides to reduce repetitive queries and empower first-line support.
• Identify recurring issues and propose product or process improvements.
• Collaborate with sales and product teams to support onboarding, troubleshooting, and continuous customer success.
• Help evolve our internal support tooling and reporting to improve visibility and performance over time.

What We Offer

• Annual bonus
• 25 days annual leave + 8 UK bank holidays
• Flexi working
• Education
• Supportive and experienced senior leadership team invested in your professional growth.