Technical Support Team Lead, FME Form

Safe Software

. Lead the technical support team to meet support objectives .

Posted 10/8/2026full-timeRemote • CanadaSenior💰 CA$80,100 - CA$95,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in technical customer support, with a focus on team development, process improvement, and effective communication. Proficient in utilizing support tools and collaborating with cross-functional teams to enhance customer experience.

Highest-signal resume keywords

Technical Support LeadershipCustomer Support Process ImprovementZendesk ExperienceCreative Problem SolvingTeam Development and Training

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportCustomer SupportProblem SolvingProcess ImprovementProduct Support

Soft Skills

Excellent CommunicationInterpersonal SkillsSelf-MotivatedAdaptabilityDecision Making

Tools & Technologies

ZendeskJiraConfluence

Industry Keywords

Customer ExperienceTechnical ProductsSupport ObjectivesTeam ObjectivesCustomer Feedback

About the role

Key responsibilities & impact

Lead the technical support team to meet support objectives
Set team objectives, conduct regular 1:1 check-ins, and provide feedback and coaching
Act as an escalation point for complex customer issues
Collaborate with other teams to ensure high-quality customer support
Review team knowledge base content and provide feedback
Identify and implement customer support process improvements
Communicate with the Director of Customer Support and VP, Customer Experience
Identify team skill gaps and support staff training and hiring
Provide product support through support tickets
Share customer feedback and requirements with Product Managers
Provide technical support during the sales process
Collaborate with Development teams on product pain points
Work with the Community team to answer questions promptly
Contribute technical support and on-site engagement to customer-facing events
Share solved problems through blogs, knowledge articles, or webinars

Requirements

What you’ll need

Bachelor’s degree in a relevant field or equivalent work experience in a technical customer-facing role
3-5+ years working with technical products in a customer support capacity
1-2+ years experience in a leadership role or equivalent experience
Strong creative problem modelling and solving skills
Self-motivated and able to make decisions on the spot
Excellent communication and interpersonal skills
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
Legal eligibility to work in Canada

Benefits

Comp & perks

Paid time off to volunteer for Safe-organized opportunities
Annual learning budget
Training programs paid for by Safe
Flexible working hours
Flexible and remote-friendly work arrangements
3 weeks of vacation
Additional 6 paid seasonal days off per year
Extended health benefits from day 1
Dental benefits from day 1
Health or lifestyle spending benefits from day 1
Counseling benefits from day 1
Parental Leave Top-Up Program
Bi-annual profit sharing
RRSP/TFSA matching program
Complimentary parking
Bike storage