Technical Support Team Lead – FME Flow

About the role

Safe Software is looking for a Technical Support Team Lead to lead a group of technical specialists supporting customers using FME Flow. The role focuses on coaching the team, ensuring high‑quality support, and collaborating across departments to improve the customer experience.

Key responsibilities

• Lead the team to meet support objectives, set goals, conduct regular 1:1s and provide coaching.
• Act as an escalation point for complex customer issues and support the team in resolving them.
• Collaborate with Sales, Product, Development and Community teams to ensure customers receive the best possible support.
• Review and improve knowledge‑base content and identify process enhancements.
• Maintain active communication with the Director of Customer Support and the VP of Customer Experience.
• Provide product support through tickets, engage with product managers on feedback, and assist sales during the sales process.
• Contribute to customer‑facing events such as the Partner Summit and User Conference, and share solved problems via blogs, knowledge articles or webinars.

Required profile

• Bachelor’s degree in a relevant field or equivalent technical customer‑facing experience.
• 3‑5+ years supporting complex enterprise software environments.
• 2+ years in a leadership or mentorship role.
• Strong problem‑solving, self‑motivation and excellent communication skills.
• Ability to learn quickly and work both independently and collaboratively.

Required skills

• Zendesk
• Jira
• Confluence