Technical Support Lead

Climate X; Vancouver; On-site; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Monthly training & conference budget

Pension contribution scheme

Mental Health support

25 days holiday plus bank holidays

Dog friendly office

Job summary

Climate X is looking for a Technical Support Lead to join our team in Vancouver. This role involves managing inbound customer queries, troubleshooting platform issues, and collaborating cross-functionally to ensure customer satisfaction.

The ideal candidate has experience in B2B SaaS support, strong problem-solving skills, and excellent communication abilities. We offer a hybrid work model, competitive benefits, and the chance to contribute to impactful climate solutions.

Qualifications

• Experience in B2B SaaS support or customer operations.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication skills for non-technical audiences.

Responsibilities

• Support enterprise customers managing inbound queries.
• Collaborate with teams to investigate and resolve issues.
• Administer and maintain Zendesk workflows and reporting.

Skills

B2B SaaS support experience

Strong troubleshooting skills

Experience with Zendesk

Excellent written communication

Organizational skills

Customer-centric mindset

Tools

Zendesk

Intercom

Jira

Job description

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-classinvestors. 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
• Experience administering Zendesk workflows, reporting, or automations
• Experience coordinating customer-facing documentation or knowledge bases
• Exposure to support analytics, operational reporting, or customer feedback processes
• Familiarity with platforms such as Planhat, HubSpot, Mixpanel
• Interest in climate technology, sustainability, or data-driven products
• Experience working within a startup or scale-up environment

BENEFITS

🌍 Contribute to a business making purposeful impact related to climate change

💡 Monthly training & conference budget to help you upskill and develop your career (£1,000 per year)

📈 6 monthly appraisals and 12 monthly pay reviews

💰 Pension contribution scheme

🏡 Hybrid working (3 days/week in office)

🏥 Mental Health and Wellbeing support via Oliva

🏖 25 days holiday, plus Bank Holidays, annual 3-day Christmas-closure, and half day on your birthday (36.5 days total!)

🏏 Optional quarterly socials, dinners, and fun nights out

🥐 A fully stocked supply of snacks, fruit, and refreshments for the days when you are in the office

🚴 Cycle to work scheme via gogeta

🍼 Enhanced maternity and paternity

🐶 Pawternity

🐕 Dog friendly office (official residence of Alfie, Chief Mischief Officer)

EQUAL OPPORTUNITIES

Climate X are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to creating an inclusive environment for all employees and welcome applications from individuals of all backgrounds.

Job posting details for Technical Support Lead at Climate X in London. . ClimateTechList gathers 9,000+ job openings from over 523 climate tech companies and updates them daily.