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 TeamThe 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. 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. Collaborate with other teams where needed to ensure customers get the best support possible. Review knowledge base content from the team and provide feedback and direction.

Identify and implement process improvements to enhance customer support. Maintain active communication with the Director of Customer Support and the VP, Customer Experience. Identify the skills that are needed to improve the team, including the training of existing staff and hiring recent members for the team.

Product Support: Work within support tickets to provide product support to customers. Engage with the Product Managers to provide expert knowledge on customer feedback and requirements to relevant teams. Collaborate with sales teams to understand customer needs and provide technical support during the sales process.





Foster technical relationships with the development teams to help them understand pain points within the product. Work with the Community team to ensure that questions are answered promptly. Contribute to customer-facing events such as the Partner Summit and User Conference, including technical support and on-site engagement as needed.

Work alongside the team to share solved problems with the user community through our blog, knowledge articles, or webinars. 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. Strong creative problem modelling and solving skills.

Experience with support tools such as Zendesk, Jira, Confluence, or similar platforms.

What You Can

ExpectWhen you choose a career with Safe Software, you're also choosing… Make a profound impact across our business, workplace and data integration product. Feel empowered to share your ideas and implement them with high autonomy and team support.

Social Responsibility: Take paid time off to volunteer for one of our Safe-organized opportunities that align with our core community initiatives. Take advantage of an annual learning budget and training programs paid for by Safe.

Flexible Working Hours: Flexible and remote-friendly work arrangements to fit your lifestyle. Maintain a healthy balance of your personal and work life without splitting yourself in two. Enjoy 3 weeks of vacation to recharge,



plus an additional paid 6 seasonal days off per year.

Extended health, dental, health or lifestyle spending, and counseling benefits from day 1. We are dedicated to supporting our employees through parenthood and offer a Parental Leave Top-Up Program for new parents through childbirth or adoption. Share in Safe’s success with our bi-annual profit sharing and RRSP/TFSA matching program.

Regardless of your commute method, we’re located close to public transit, and provide complimentary parking and bike storage for our team!

About Safe

SoftwareSafe Software transforms organizations with FME, the only All-Data Any-AI Enterprise Integration Platform connecting all your data, anywhere, at any velocity. With over 30 years of expertise and 25,000+ enterprise customers across 125+ countries, we simplify your data journey, wherever it leads. Founded in 1993, Secure is headquartered in Surrey, BC with over 300 team members and counting.

Our Commitment to Diversity and InclusionSafe Software is an equal opportunity employer and we truly believe that innovation and strength begin with diversity and inclusion. We welcome all candidates regardless of race, gender identity or expression, sexual orientation, age, ability, disability, national or ethnic origin, political belief, religion, or family status.

Notice Regarding

Use of Automated Tools in HiringAt Safe Software, we use automated tools to help us process applications and identify qualified candidates. These tools may assist in screening resumes and summarizing interview content based on the information you provide. This helps our team review applications efficiently while ensuring every candidate is considered based on the requirements of the role. For more information on how we protect your privacy, please see our policy.

📌 Technical Support Team Lead, Fme Form (Winnipeg)
🏢 Safe Software
📍 Winnipeg