Customer Technical Support Lead

Icebreaker One

  • Contract

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Contract: Fixed – November 2021 to end of February 2022

Location: Flexible (working remotely until further notice) 

Hours: Up to two days a week

Rate: Contractor rate – £500-£600 / per day

Help us to help our customers and third parties integrate with our search technology.

About Icebreaker One

We are a diverse collection of like minded people whose expertise spans policy and science, finance and engineering, data and systems—working together to tackle one of the greatest challenges of our time. We need your help.    


Our mission is to make data work harder to deliver net-zero outcomes. 


The role

Providing technical integration support to third parties who wish to provide or consume data within the Open Energy ecosystem, including being able to identify improvements to the services provided by Icebreaker One.



Responsible for delivery to the Delivery Manager and working closely with the Project Manager, the sales team, and other team members as appropriate.


Liaise and collaborate with other members of the Open Energy team and Icebreaker One to help ensure the successful delivery of the project.



  • To be an intermediary and provide support between our customers and our delivery and sales team
  • Work with peers in third-party technical teams to resolve problems
  • Provide technical support to Open Energy members  who publish data sets and related metadata so that Open Energy Search can index them automatically and efficiently
  • Provide technical support to Open Energy members who consume non-open data to integrate with our FAPI-based Open Energy Access Control system
  • Identify (and develop if applicable) where additional software or tools could help solve customer problems 
  • Work with the Delivery Manager and Product Owner and the rest of the delivery team to continually refine the technical architecture and project roadmap
  • To provide feedback to the research team to help them evolve the data standards necessary to support the services
  • Where applicable develop support guides, training and documentation for customers
  • Where required, publish tools, code and other supporting material under open source/creative commons licence
  • Where applicable work with the technical team to configure CKAN for new customer integrations



  • Third party and Open Energy member data sets accurately indexed through Open Energy Search
  • Open Energy  data provider and consumer members smoothly integrated with Open Energy Access Control
  • Appropriate documentation and tooling to support third-party onboarding
  • Example data and documentation necessary to support a sandbox environment to ease third-party set-up and integrations


Knowledge, Skills, Experience

  • Experience of working with a diverse range of customers to support their technical needs – including customers who may have less technical experience
  • Significant experience of working with third-party technical teams to integrate data sets and APIs into a consistent, core service
  • Significant experience of creating robust, clear code in well-established server-side languages such as Python or Java
  • Significant experience of balancing technical ideals with actual circumstances to find practical solutions to integration or data handling problems
  • A good working knowledge of data publishing and metadata design
  • Demonstrable experience with the principles of open data and data licensing
  • Demonstrable experience with version control tools, such as git
  • Able to perform routine development tasks at the Linux command line
  • Desirable: a demonstrable experience with relevant metadata standards, such as DCAT or CIS
  • Desirable: a demonstrable experience with routine cloud-based deployments, such as in AWS
  • Desirable: a demonstrable experience with task/project management tools, such as JIRA or Trello
  • Desirable: have a working knowledge of PostgreSQL and Linux shell programming
  • Desirable: have an understanding of authentication/authorisation processes on the web, such as OAuth and FAPI
  • Demonstrable experience of working in the open and in support of a group of team members
  • Demonstrable experience with using and applying Google Suite/Workspace, Slack, social media and other tools for working remotely and in the open


About the Open Energy Pilot

We have secured funding for the pilot phase of our Open Energy project. During this phase we have six months (September-February) to deliver a fit-for-purpose, market-ready, operational service, with a sustainable business model that directly meets the needs of its users.  Working iteratively, collaboratively and in the open, the objective is to build on the Open Energy Search, Access Control, and related standards from Phase III, indexing relevant open and shared data sets from across the energy sector, and enabling controlled access to shared data sets where appropriate.


Note that the Open Energy Search system and the Open Energy Access Control system consist of a combination of third-party systems, internally operated systems based on open source software, and an amount of custom-developed backend code necessary to tie things together into a unified whole.


The Phase III Search service was built around CKAN, and we expect to continue to use it. As such, we would like the successful candidate to be familiar with CKAN, but we will consider other strong candidates who are familiar with the open source technologies it’s built with, such as Solr, PostgreSQL and Redis.


Importantly, because Open Energy data providers and data consumers have a range of skills and technical readiness around surfacing or accessing data, we expect a significant portion of the work will be supporting their technical integrations. This will include technical support to third parties, but may also include making changes to our in-house systems to accommodate specific third-party data sets, APIs or other technical challenges. This support will include helping them understand the systems, metadata and access control standards developed by Open Energy, and also identifying ways in which those systems and standards could be improved.


We are not expecting to build large-scale capabilities during this pilot phase, but rather are laying the foundations for robust, secure and reliable services that will grow into the future.

Are you an Icebreaker?

The organisation has been built from within and intends to continue to do that in the future to encompass all flexibility – that’s in our DNA and that’s what makes us different.


Icebreakers have the energy, passion and tenacity to deliver the purpose of wide-ranging challenges.  On top of that, it is not just about what you can do but it is about how you do it as a member of the IB1 team.  Online or in person we are all part of and will work together for the benefit of the Icebreaker One team and wider  constellation.


Our aim is that everyone’s team user experience (TUX) is about shared problem solving in open, collaborative and non-confrontationally challenging ways. We work in a supportive environment so that we can do and make things as best as we possibly can. 


Icebreakers work with us on, sign up to, and strive for the following in what they do and how they behave with their fellow Icebreakers and our wider community: 

  • A collaborative and collegiate approach – we are open by default – in a fast-paced environment.
  • It is what you can bring and what you want to achieve mixed with enthusiasm and a desire to do that alongside and not at the expense of others.  This includes a willingness to help out and get stuck in with any other reasonable tasks for your project that help us to achieve the deliverables. 
  • Appropriate use of feedback channels to share up front and friendly feedback – good friends honestly and fairly critique what each other does and it’s ok to agree to disagree.


The benefits of being an Icebreaker?

  • Flexible working –  to help you work around your needs and commitments we don’t have work or meetings booked on a Friday!
  • Remote working – we may all be working remotely but it doesn’t get in the way of us working closely.  Regardless of whether working remotely is by choice or by necessity – daily standups and regular work and non-work related hangouts mean you are not alone. 
  • Supportive working – Bring and share what you know as you’ll be working with people willing to learn and share knowledge and support from getting the most of the virtual / remote TUX through using Google Docs/GSuite to show and tell sessions ranging from essential research to sharing pictures of Christmas trees!


Apply today

Please note that before applying you will need to ensure you have the right to work in the UK and can provide documentary evidence of this. 


Email a CV or links to pages that show us what you have done and can do to help us to achieve our mission to


Applications must be received by 9am GMT on 22 November 2021.


As a team, we are committed to equality and creating an inclusive culture with diverse and balanced backgrounds.  We actively encourage applications from everyone and will help to support you to reach your full potential and to be yourself in a working environment based on dignity, respect and mutual support.  If you have any queries or need any advice or adjustments at any stage of the recruitment process please contact us at the email address above.


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