Technical Support Team Lead, FME Form

Safe Software Inc; Surrey; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Technical Support Team Lead to guide a dedicated group of specialists in delivering top-notch customer support. This role emphasizes leadership, coaching, and collaboration across departments to enhance customer experience. With a focus on continuous improvement and knowledge sharing, you will play a pivotal role in advocating for product enhancements and ensuring customer satisfaction. Join a dynamic team that values empathy and innovation while enjoying a supportive work environment that promotes work-life balance and professional growth.

Benefits

Flexible Working Hours

Health & Wellness Benefits

Parental Leave Top-Up Program

Paid Volunteer Time

Annual Learning Budget

Profit Sharing Program

Work-Life Balance

Complimentary Parking

Bike Storage

Qualifications

• 3-5+ years in technical customer support.
• 1-2+ years in a leadership role.

Responsibilities

• Lead the technical support team to meet objectives.
• Collaborate with departments to enhance customer experience.

Skills

Technical Support

Leadership

Problem Solving

Communication

Customer Service

Education

Bachelor's Degree in a Relevant Field

Tools

Zendesk

Jira

Confluence

Job description

British Columbia
Safe Software Head Office
9639 137A Street
Suite 1200
Surrey, BC V3T0M1, CAN

British Columbia
Safe Software Head Office
9639 137A Street
Suite 1200
Surrey, BC V3T0M1, CAN

Alberta - Remote
9639 137A Street
Suite 1200
Surrey, BC V3T0M1, CAN

Alberta - Remote
9639 137A Street
Suite 1200
Surrey, BC V3T0M1, CAN

Manitoba - Remote
9639 137A Street
Suite 1200
Surrey, BC V3T0M1, CAN

Manitoba - Remote
9639 137A Street
Suite 1200
Surrey, BC V3T0M1, CAN

Newfoundland - Remote
9639 137A St
Suite 1200
Surrey, BC V3T0M1, CAN

Newfoundland - Remote
9639 137A St
Suite 1200
Surrey, BC V3T0M1, CAN

• Location: his opportunity can be remote within Canada (excluding Quebec), or onsite/hybrid in the Vancouver, BC Lower Mainland. Our head office is in Surrey, BC.
• Please note that employment is contingent upon the successful completion of reference checks and background checks, including a Canadian criminal background check.

Application Instructions:

• Please upload your application files in PDF format only.

Technical Support Team Lead, FME Form

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.

About The Team

The Customer Support team works with organizations around the world to ensure success with the FME platform. Within this team, the FME Form group provides timely and expert technical support. We collaborate with Sales, Product, and Development teams to advocate for improvements and enhance the customer experience. We’re a collaborative, mission-driven team that values empathy, knowledge sharing, and continuous learning.

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 Chief Customer Success Officer.
• 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, Skills, and Competencies

Safers come from a variety of backgrounds with diverse skills and knowledge. That being said, those who are most successful in this role have experience with the following:

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 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.

Soft skills: Curious, empathetic, teamwork-oriented, clear communication, humble, proactive, passionate and innovative

What You Can Expect

When you choose a career with Safe Software, you’re also choosing…

• 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: There's no place for burnout at Safe. 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: Regardless of your commute method, we’re located close to public transit, and provide complimentary parking and bike storage for our team!

About Safe Software

Safe Software transforms organizations with FME, the only All-Data Any-AI Enterprise Integration Platform connecting all your data, anywhere, at any velocity. With over 30 years of expertise and 25,000+ enterprise customers across 125+ countries, we simplify your data journey, wherever it leads.

Founded in 1993, Safe is headquartered in Surrey, BC with over 200 team members and counting. We’re always looking for talented individuals with diverse backgrounds who are determined to learn and grow. Are you ready to join the team?

Our Commitment to Diversity and Inclusion

Safe Software is an equal opportunity employer and we truly believe that innovation and strength begin with diversity and inclusion. We welcome all candidates regardless of race, gender identity or expression, sexual orientation, age, ability, disability, national or ethnic origin, political belief, religion, or family status. Should you require accommodations during the recruitment process, please contact [e-mail] .