Technical Support Team Lead, FME Form

Safe Software; Surrey; Hybrid; CAD 80,000 - 94,000; Full time

Job summary

An innovative company is looking for a Technical Support Team Lead to guide a dedicated team in providing exceptional support for a leading data integration platform. This role emphasizes coaching, collaboration, and continuous improvement, ensuring that customers receive top-notch service. You'll work closely with various departments to enhance the customer experience and advocate for product enhancements. If you're passionate about customer success and thrive in a supportive environment that values growth and learning, this opportunity is perfect for you.

Benefits

Flexible hours

Health benefits

Parental support

Profit sharing

Accessible commute options

Qualifications

• 3-5+ years in technical customer support with leadership experience.
• Strong problem-solving and communication skills are essential.

Responsibilities

• Lead the team to meet support objectives and conduct 1:1s.
• Handle complex customer issues and collaborate with other teams.

Skills

Problem-solving

Communication

Interpersonal skills

Leadership

Technical Support

Education

Bachelor's degree in a technical field

Tools

Zendesk

Jira

Confluence

Job description

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Location & Salary

• Opportunity: Remote within Canada (excluding Quebec), or onsite/hybrid in Vancouver, BC Lower Mainland. Head office in Surrey, BC.
• Annual Base Salary: $80,100 - $93,400 CAD

Application Instructions

• Upload your application files in PDF format only.

Role Overview

Safe Software is seeking a Technical Support Team Lead to join our Customer Success team. You’ll lead a group of technical specialists supporting customers using FME Form, focusing on coaching, growth, and delivering high-quality support. Collaboration across departments to improve customer experience, advocate for product improvements, and share knowledge within the FME community are key aspects of this role.

About The Team

The Customer Support team ensures success with the FME platform globally. The FME Form group provides expert technical support, collaborating with Sales, Product, and Development teams to enhance customer experience through empathy, knowledge sharing, and continuous learning.

Key Responsibilities

• Lead the team to meet support objectives, set goals, conduct 1:1s, and support ongoing coaching.
• Handle complex customer issues as escalation point and support team resolutions.
• Collaborate with other teams to optimize support quality.
• Review and improve knowledge base content.
• Identify and implement process improvements.
• Maintain communication with leadership and identify skill development needs.

Support & Product Support

• Manage support tickets and provide product support.
• Engage with Product Managers for customer feedback.
• Collaborate with sales and development teams to address customer needs and pain points.
• Participate in customer-facing events and contribute to community knowledge sharing.

Qualifications & Skills

• Bachelor’s degree or equivalent experience in a technical support role.
• 3-5+ years in technical customer support, 1-2+ years in leadership.
• Strong problem-solving, communication, and interpersonal skills.
• Experience with support tools like Zendesk, Jira, Confluence.
• Soft skills: curiosity, empathy, teamwork, humility, proactivity, passion, and innovation.

What We Offer

• Meaningful work, supportive environment, learning opportunities, flexible hours, work-life balance, health benefits, parental support, profit sharing, and accessible commute options.

About Safe Software

Transforming organizations with FME, a leading data integration platform. Founded in 1993, headquartered in Surrey, BC, with over 200 team members. We value diversity and inclusion and are committed to equal opportunity employment. Accommodations available upon request.