[Hiring] Technical Support Team Lead @Safe Software

Role Description

Safe Software is seeking a Technical Support Team Lead to join our growing Customer Success team. In this role, you’ll lead a group of technical specialists who support customers using FME Form. Your focus will be on coaching the team, helping them grow, and ensuring customers receive consistent, high-quality support. You’ll also collaborate across departments to improve customer experience, advocate for product enhancements, and drive knowledge sharing across the FME community.

What You’ll Be Doing

• Team Leading (Primary Focus):
  • 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, 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.
• Product Support:
  • 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 questions are answered promptly.
• Events:
  • Contribute to customer-facing events such as the Partner Summit and User Conference, including technical support and on-site engagement as needed.
• Knowledge:
  • Work alongside the team to share solved problems with the user community through our blog, knowledge articles, or webinars.

Qualifications

• Bachelor’s degree in a relevant field or equivalent work experience in a technical customer-facing role.
• 3-5+ years working with technical products in a customer support capacity.
• 1-2+ years experience in a leadership 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.
• Soft skills: Curious, empathetic, teamwork-oriented, clear communication, humble, proactive, passionate and innovative.

Benefits

• Meaningful Work: Make a profound impact across our business, workplace and data integration product.
• A Supportive Environment: Feel empowered to share your ideas and implement them with high autonomy and team support.
• Social Responsibility: Become part of a team that finds meaningful ways to give back. Take paid time off to volunteer for one of our Safe-organized opportunities that align with our core community initiatives.
• Learning & Career Development: We believe in your continuous learning and growth. Take advantage of an annual learning budget and training programs paid for by Safe.
• Flexible Working Hours: Flexible and remote-friendly work arrangements to fit your lifestyle. Work when you want, and how you want to.
• Work-Life Balance: Maintain a healthy balance of your personal and work life without splitting yourself in two. Enjoy 3 weeks of vacation to recharge, plus an additional paid 6 seasonal days off per year.
• Health & Wellness: Extended health, dental, health or lifestyle spending, and counseling benefits from day 1. That’s right, no waiting period.
• Family is important: We are dedicated to supporting our employees through parenthood and offer a Parental Leave Top-Up Program for new parents through childbirth or adoption.
• Shared Success: Share in Safe’s success with our bi-annual profit sharing and RRSP/TFSA matching program.
• An Accessible Commute: We’re located close to public transit, and provide complimentary parking and bike storage for our team!