Remote Technical Support Team Lead (FME Form)

Openkrill

United States

Remote

USD 110,000 - 150,000

Full time

4 days ago

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Job summary

Safe Software is seeking a Technical Support Team Lead to guide a group of technical specialists supporting customers using FME Form. The role emphasizes coaching, growth, and delivering high-quality, consistent support.

You will collaborate across departments to enhance customer experience, advocate for product improvements, and foster knowledge sharing across the FME community. The team operates globally with a focus on continuous learning and mentorship, while maintaining strong communication

Qualifications

Bachelor’s degree 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.

Responsibilities

Lead the team to successfully meet support objectives.
Set team objectives, conduct regular 1:1 check-ins, and support goal-setting through feedback.
Act as an escalation point for complex customer issues and support the team in resolving them.
Collaborate with other teams to ensure customers get the best support possible.
Review knowledge base content and provide feedback and direction.
Identify and implement process improvements to enhance customer support.
Maintain communication with leadership across departments.
Identify skills gaps and plan training or hiring accordingly.