Technical Support Specialist Ii

Description:

As a Technical Support Specialist (Level 2), you’ll provide top-notch support and technical expertise for FME Form, Safe Software’s solution for data integration and automation. FME Form empowers users to move and transform data across systems, enabling seamless workflows. You’ll contribute to our customers’ success by providing exceptional people-oriented support, approaching issues with curiosity and empathy, and corresponding with customers to provide answers to their questions through Support Cases and in the FME Community Forums.
You’ll work closely with fellow team members to help users address the unique data challenges they face: providing support, creating knowledge content, advocating for product improvements on behalf of customers, and providing feedback to development through user testing to make the FME platform the best that it can be.

About The Team

Safe Software’s Customer Success team is a dynamic group of technical professionals passionate about helping customers achieve their goals. Team members collaborate to tackle challenges, share knowledge, and stay at the forefront of data technology trends, including automation, ETL, cloud computing, and more. Joining our team means being part of a supportive, innovative, and customer-focused culture.

What You’ll Be Doing

As a Technical Support Specialist II, your responsibilities will include:

• Providing personalized technical support through emails and screenshares
• Sharing your knowledge with FME users by contributing to our FME Community Q&A Forums and Knowledge Base on the FME Support Center
• Creating and delivering webinars and training content that highlight FME’s amazing capabilities.
• Collaborating with product managers and development teams to test new features, identify customer needs, and advocate for product enhancements
• Researching new configurations and technologies to help customers and internal teams

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.

Required skills:

• Technical skills:
  • Experience working with a broad range of data formats (e.g. GIS, CAD, databases, raster, JSON, XML, REST APIs/web/cloud services, or Microsoft or Azure services for enterprise).
  • Knowledge of common data challenges, such as schema management, validation, and filtering.
  • Experience with ETL processes, and/or developing data integration workflows

• Customer Support:
  • Proven ability to collaborate effectively to resolve advanced technical issues with empathy and professionalism.
  • Strong interpersonal skills, with the ability to communicate complex technical concepts effectively to diverse audiences.
• Collaboration and Problem-Solving:
  • Ability to work effectively both independently and within a team.
  • Resourceful, proactive, and committed to continuous learning.

Desired skills / Bonus points:

• 3-4 years of previous experience working in technical support, technology consulting or relevant industry experience.
• Previous experience using FME Form and/or FME Flow.
• Experience working with web services, applications, and APIs (e.g. Amazon, Azure, MS Graph, AGOL, ArcGIS Portal, Cityworks and other asset management systems, or content management systems).
• Experience working with or administering databases (e.g. Oracle, SQL Server, PostgreSQL, Snowflake, DuckDB).
• Familiarity with python or query languages like SQL.
• Experience writing or presenting technical content to a wide audience.
• Familiarity working with cloud platforms (e.g., Azure, AWS, Google) and virtualized environments.
• Multilingual capabilities are an asset.