Technical Support Team Lead, FME Form

Job not on LinkedIn

🔥 3 hours ago

🇨🇦 Canada – Remote

💵 CA$80.1k - CA$95.6k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Safe Software

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1993

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

SaaS • B2B • Artificial Intelligence

<Safe Software> is the creator of FME, an all-data, Any-AI platform for data integration, transformation, and automation that helps organizations connect databases, real-time streams, cloud platforms, and business systems. Known for strong spatial (geospatial) data support, in-database execution (e. g. , Snowflake), and enterprise-focused workflows, Safe Software delivers its product as scalable software solutions used by thousands of organizations to operationalize data and incorporate AI-driven processes.

📋 Description

• Lead the technical support team to meet support objectives • Set team objectives, conduct regular 1:1 check-ins, and provide feedback and coaching • Act as an escalation point for complex customer issues • Collaborate with other teams to ensure high-quality customer support • Review team knowledge base content and provide feedback • Identify and implement customer support process improvements • Communicate with the Director of Customer Support and VP, Customer Experience • Identify team skill gaps and support staff training and hiring • Provide product support through support tickets • Share customer feedback and requirements with Product Managers • Provide technical support during the sales process • Collaborate with Development teams on product pain points • Work with the Community team to answer questions promptly • Contribute technical support and on-site engagement to customer-facing events • Share solved problems through blogs, knowledge articles, or webinars

🎯 Requirements

• 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 • 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 • Legal eligibility to work in Canada

🏖️ Benefits

• Paid time off to volunteer for Safe-organized opportunities • Annual learning budget • Training programs paid for by Safe • Flexible working hours • Flexible and remote-friendly work arrangements • 3 weeks of vacation • Additional 6 paid seasonal days off per year • Extended health benefits from day 1 • Dental benefits from day 1 • Health or lifestyle spending benefits from day 1 • Counseling benefits from day 1 • Parental Leave Top-Up Program • Bi-annual profit sharing • RRSP/TFSA matching program • Complimentary parking • Bike storage