Technical Support Team
CA$80,000 – CA$95,500 / yr base salary
Posted 8 Oct 2026
Advertised as “Technical Support Team Lead, FME Form”
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 3–5 yrs
- Management level
- People management
- Employment
- Remote
- Contract
- Full-time
| Base salary | CA$80,000 – CA$95,500 / yr |
|---|
Field of studyRelevant Field
Study levelBachelor's
Safe Software is seeking a Technical Support Team Lead to join our growing Customer Success team. In this role, you’ll lead a group of technical specialists who support customers using FME Form. Your focus will be on coaching the team, helping them grow, and ensuring customers receive consistent, high-quality support.
You’ll also collaborate across departments to improve customer experience, advocate for product enhancements, and drive knowledge sharing across the FME community.
About the Team
The Customer Support team works with organizations around the world to ensure success with the FME platform. Within this team, the FME Form group provides timely and expert technical support. We collaborate with Sales, Product, and Development teams to advocate for improvements and enhance the customer experience. We’re a collaborative, mission-driven team that values empathy, knowledge sharing, and continuous learning.
What You’ll Be Doing
Team Leading (Primary Focus):
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Lead the team to successfully meet support objectives.
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Set team objectives, conduct regular 1:1 check-ins, and support goal-setting through ongoing feedback and coaching.
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Act as an escalation point for complex customer issues and support the team in resolving them.
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Collaborate with other teams where needed to ensure customers get the best support possible.
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Review knowledge base content from the team and provide feedback and direction.
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Identify and implement process improvements to enhance customer support.
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Maintain active communication with the Director of Customer Support and the VP, Customer Experience.
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Identify the skills that are needed to improve the team, including the training of existing staff and hiring new members for the team.
Product Support:
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Work within support tickets to provide product support to customers.
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Engage with the Product Managers to provide expert knowledge on customer feedback and requirements to relevant teams.
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Collaborate with sales teams to understand customer needs and provide technical support during the sales process.
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Foster technical relationships with the development teams to help them understand pain points within the product.
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Work with the Community team to ensure that questions are answered promptly.