Description:
The Technical Support Team Lead leads by coaching and by example to ensure the team has what they need to be successful. They help the team to support customers, and are responsible for identifying ways to improve the FME Platform. Under the direction of the Team Lead, the team will develop and foster strong technical knowledge of FME to ensure customers are successful.
About The Team
The Customer Support team works both directly and indirectly with organizations to ensure they are successful with the FME platform. The team helps FME users technically, shares their knowledge widely, and advocates for product improvements.
What You’ll Be Doing
Team Leading (Primary Focus):
- Lead the team to ensure they are meeting team objectives.
- Manage and set team objectives, conduct 1 on 1 check in’s, provide frequent feedback, and goal setting with team members.
- Collaborate with other teams where needed to ensure customers get the best support possible.
- Assist with preparation and delivery of monthly team SDRs
- Review knowledge base content from the team and provide feedback and direction.
- Identify ways to improve processes in order to support customers better.
- Communicate and have an active relationship with the Director, Customer Support and VP, Customer Success.
- Identify the skills that are needed to improve the team, including the training of existing staff and hiring new members of the team.
Product Support:
- Work within cases 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 requirements and provide sales support
- to share how we can make the product better.
- Foster technical relationships with the development team to help them understand pain points within the product.
- Work with the Community team to ensure that questions are answered within a certain time frame.
Events:
- Support customer events such as the Partner Summit, our User Conference, and at other trade shows and events.
Knowledge:
- Work alongside the team to share solved problems with the user community through the blog, knowledge articles, or webinars.
Qualifications, Skills, and Competencies
Safers come from a variety of backgrounds with a diversity in skills and knowledge. That said, we find that those who are most successful in this role have experience with the following areas.
- Bachelor's degree in Computer Science, GIS or a related field.
- 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 modeling and solving skills.
- Self-motivated and able to make decisions on the spot.
- Strong communication and interpersonal skills.
- Strong willingness to learn that can adapt well to change.
- Ability to work well independently and with others.
- 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 a part of a team that finds meaningful ways to give back. Take the day off to volunteer for a cause that matters to you or join our D&I Committee and shape our collective future.
- 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 and counseling benefits from day 1. That’s right, no waiting period.
- 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!