Technical Support Team Lead, FME Flow

Safe Software

1d•Onsite

About The Position

Safe Software is seeking a Technical Support Team Lead to join their growing Customer Experience team. In this role, the lead will manage a group of technical specialists who support customers using FME Flow, focusing on coaching, team growth, and ensuring high-quality customer support. The role also involves cross-departmental collaboration to enhance customer experience, advocate for product improvements, and promote knowledge sharing within the FME community. The Customer Support team works globally to ensure success with the FME platform, providing timely and expert technical support, and collaborating with Sales, Product, and Development teams. Safe Software, founded in 1993 and headquartered in Surrey, BC, transforms organizations with FME, an All-Data Any-AI Enterprise Integration Platform, serving over 25,000 enterprise customers across 125+ countries.

Requirements

Bachelor’s degree in a relevant field or equivalent work experience in a technical customer-facing role.
Significant experience supporting or administering complex enterprise software environments.
3-5+ years working with technical products in a customer support capacity.
2+ years experience in a leadership or mentorship role (or equivalent experience).
Strong creative problem modelling and solving skills.
Self-motivated and able to make decisions on the spot.
Excellent communication and interpersonal skills.
A demonstrated ability to learn and adapt quickly.
Ability to work well independently and with others.
Experience with support tools such as Zendesk, Jira, Confluence, or similar platforms.
Curious, empathetic, teamwork-oriented, clear communication, humble, proactive, passionate and innovative (soft skills).

Responsibilities

Lead the team to successfully meet support objectives.
Set team objectives, conduct regular 1:1 check-ins, and support goal-setting through ongoing feedback and coaching.
Act as an escalation point for complex customer issues and support the team in resolving them.
Collaborate with other teams where needed to ensure customers get the best support possible.
Review knowledge base content from the team and provide feedback and direction.
Identify and implement process improvements to enhance customer support.
Maintain active communication with the Director of Customer Support and the VP of Customer Experience.
Identify the skills that are needed to improve the team, including the training of existing staff and hiring new members for the team.
Work within support tickets to provide product support to customers.
Engage with the Product Managers to provide expert knowledge on customer feedback and requirements to relevant teams.
Collaborate with sales teams to understand customer needs and provide technical support during the sales process.
Foster technical relationships with the development teams to help them understand pain points within the product.
Work with the Community team to ensure that technical questions are answered promptly.
Contribute to customer-facing events such as the Partner Summit and User Conference, including providing technical support and on-site engagement as needed.
Work alongside the team to share solved problems with the user community through our blog, knowledge articles, or webinars.