SAFE Security
Technical Support Team Lead, FME Flow
Canada Wide - Excluding Quebec · Vp
Sponsorship not specifiedDetected 93 days ago
JiraConfluenceCustomer SupportZendeskLeadershipCommunicationMentoring
About the role
- We're a collaborative, mission-driven team that values empathy, knowledge sharing, and continuous learning.
Responsibilities
- Lead the team to successfully meet support objectives.
- Set team objectives, conduct regular 1:1 check-ins, and support goal-setting through ongoing feedback and coaching.
- Act as an escalation point for complex customer issues and support the team in resolving them.
- Identify and implement process improvements to enhance customer support.
- Maintain active communication with the Director of Customer Support and the VP of Customer Experience.
- Product Support:
- Collaborate with sales teams to understand customer needs and provide technical support during the sales process.
Requirements
- That being said, those who are most successful in this role have experience with the following:
- Bachelor's degree in a relevant field or equivalent work experience in a technical customer-facing role.
- 2+ years experience in a leadership or mentorship role (or equivalent experience).
- A 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.
- If you have questions about this process, please contact us at hr_dept@safe.com.
Skills
- Curious, empathetic, teamwork-oriented, clear communication, humble, proactive, passionate and innovative
Company info
- The Customer Support team works with organizations around the world to ensure success with the FME platform.
- Within this team, the FME Flow group provides timely and expert technical support.
- We collaborate with Sales, Product, and Development teams to advocate for improvements and enhance the customer experience.
- Collaborate with other teams where needed to ensure customers get the best support possible.
- Work within support tickets to provide product support to customers.
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This listing is sourced directly from SAFE Security's careers page and normalized into a canonical job model.