Technical Support Team Lead – FME Form

About the role

Safe Software is looking for a Technical Support Team Lead to manage a group of specialists supporting customers using FME Form. You will coach the team, drive high‑quality support, and collaborate across departments to improve the overall customer experience.

Key responsibilities

• Lead the support team to meet objectives, set goals, conduct regular 1:1s and provide coaching.
• Act as escalation point for complex issues and guide the team in resolution.
• Review and improve knowledge‑base content and support processes.
• Collaborate with Product, Sales, Development and Community teams to advocate for enhancements and share expertise.
• Participate in customer‑facing events such as Partner Summit and User Conference.

Required profile

• Bachelor’s degree or equivalent technical customer‑facing experience.
• 3‑5+ years in technical product support and 1‑2+ years in a leadership role.
• Strong problem‑solving, decision‑making and communication skills.
• Self‑motivated, able to work independently and as part of a team.

Required skills

• Experience with support platforms such as Zendesk, Jira and Confluence.

What we offer

• Meaningful work impacting data integration across 25,000+ enterprise customers.
• Supportive, flexible remote‑friendly environment with autonomy.
• Paid volunteer time, annual learning budget and training programs.
• 3 weeks vacation plus 6 seasonal paid days off.
• Extended health, dental, wellness benefits from day 1.
• Parental leave top‑up, profit sharing and RRSP/TFSA matching.