Job Description

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.

This role is ideal for someone who is technically sharp, process-oriented, and thrives in cross-functional environments.

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. 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.

Who we are looking for:

Proven experience:

2-5 years in a structured, SLA-driven support role for a SaaS, API-first product or similar product.

API & Networking Expertise

Familiar with technology fundamentals such as HTTP/REST APIs, OAuth or token-based authentication, query parameters, and/or tools like Postman, curl, or HTTPie.

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, precise and clear in handovers and updates.

Proactive & autonomous

: Self-motivated, structured, and able to own the full lifecycle of a support case or initiative.
Job Type: Full-time

Pay: From 35,000.00 per year

Additional pay:

Yearly bonus
Benefits:

Additional leave Company events Language training provided Private medical insurance Sick pay Work from home
Schedule:

Monday to Friday
Work Location: Remote