Technical Support Lead (SaaS)

TL;DR

Technical Support Lead (SaaS): Managing inbound support for enterprise customers and partners on the hirify.global platform with an accent on technical troubleshooting and support operations. Focus on resolving platform issues related to APIs and SSO, optimizing Zendesk workflows, and coordinating cross-functional escalations.

Location: Hybrid (London, 3 days/week in office)

Company

hirify.global is a purpose-driven technology company helping the financial services industry manage physical climate risks through cutting-edge science and data.

What you will do

• Support enterprise customers and partners, managing inbound queries and ensuring high-quality resolution.
• Troubleshoot platform issues involving APIs, SSO configurations, user permissions, and integrations.
• Administer and optimize Zendesk, including ticket workflows, automations, and reporting.
• Collaborate cross-functionally with Product, Science, and Engineering teams to manage escalations.
• Manage the customer user lifecycle, including onboarding support and API key provisioning.
• Improve support operations, documentation, and internal processes as the company scales.

Requirements

• Experience in B2B SaaS technical support, customer operations, or CX environments.
• Strong troubleshooting skills for investigating technical platform issues.
• Proficiency with support tools such as Zendesk, Intercom, or Jira.
• Experience working cross-functionally with Engineering and Product teams.
• Excellent written communication and high attention to detail.
• Must be based in or able to work from London (Hybrid).

Nice to have

• Experience supporting enterprise-level SaaS customers.
• Familiarity with API and SSO technical troubleshooting workflows.
• Experience with Planhat, HubSpot, or Mixpanel.
• Startup or scale-up environment experience.
• Interest in climate technology and sustainability.

Culture & Benefits

• Purposeful work making a positive impact on climate change.
• Annual training and conference budget of £1,000.
• Hybrid work model with 3 days/week in the office.
• Generous leave package (25 days + bank holidays + Christmas closure).
• Mental health and wellbeing support via Oliva.
• Dog-friendly office and quarterly team socials.