{"id":2122605,"url":"https://alion.io/job/safe-software-technical-support-team-lead-fme-form","title":"Technical Support Team Lead, FME Form","company":{"id":1760170,"name":"Safe Software","domain":"safe.com","url":"https://alion.io/company/safe-com","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Quebec, Canada"],"countries":["CA"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":{"min":80100,"max":95600,"currency":"CAD","period":"year","gross":null,"usd_annual":67090},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Jira","optional":false}],"status":"live","first_seen_at":"2026-10-08T20:34:20Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-15T17:22:24Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"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.\nYou’ll also collaborate across departments to improve customer experience, advocate for product enhancements, and drive knowledge sharing across the FME community.\nAbout the Team\nThe 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.\nWhat You’ll Be Doing\nTeam Leading (Primary Focus):\nLead the team to successfully meet support objectives.\n\nSet team objectives, conduct regular 1:1 check-ins, and support goal-setting through ongoing feedback and coaching.\n\nAct as an escalation point for complex customer issues and support the team in resolving them.\n\nCollaborate with other teams where needed to ensure customers get the best support possible.\n\nReview knowledge base content from the team and provide feedback and direction.\n\nIdentify and implement process improvements to enhance customer support.\n\nMaintain active communication with the Director of Customer Support and the VP, Customer Experience.\n\nIdentify the skills that are needed to improve the team, including the training of existing staff and hiring new members for the team.\n\nProduct Support:\nWork within support tickets to provide product support to customers.\n\nEngage with the Product Managers to provide expert knowledge on customer feedback and requirements to relevant teams.\n\nCollaborate with sales teams to understand customer needs and provide technical support during the sales process.\n\nFoster technical relationships with the development teams to help them understand pain points within the product.\n\nWork with the Community team to ensure that questions are answered promptly.\n\nEvents:\nContribute to customer-facing events such as the Partner Summit and User Conference, including technical support and on-site engagement as needed.\n\nKnowledge:\nWork alongside the team to share solved problems with the user community through our blog, knowledge articles, or webinars.\n\nWhat We’re Looking For\nSafers come from a variety of backgrounds with diverse skills and knowledge. That being said, those who are most successful in this role have experience with the following:\nBachelor’s degree in a relevant field or equivalent work experience in a technical customer-facing role.\n\n3-5+ years working with technical products in a customer support capacity.\n\n1-2+ years experience in a leadership role (or equivalent experience).\n\nStrong creative problem modelling and solving skills.\n\nSelf-motivated and able to make decisions on the spot.\n\nExcellent communication and interpersonal skills.\n\nA demonstrated ability to learn and adapt quickly.\n\nAbility to work well independently and with others.\n\nExperience with support tools such as Zendesk, Jira, Confluence, or similar platforms.\n\nSoft skills: Curious, empathetic, teamwork-oriented, clear communication, humble, proactive, passionate and innovative\n\nWhat You Can Expect\nWhen you choose a career with Safe Software, you’re also choosing…\nMeaningful Work: Make a profound impact across our business, workplace and data integration product.\n\nA Supportive Environment: Feel empowered to share your ideas and implement them with high autonomy and team support.\n\nSocial Responsibility: Become part of a team that finds meaningful ways to give back. Take paid time off to volunteer for one of our Safe-organized opportunities that align with our core community initiatives.\n\nLearning & Career Development: We believe in your continuous learning and growth. Take advantage of an annual learning budget and training programs paid for by Safe.\n\nFlexible Working Hours: Flexible and remote-friendly work arrangements to fit your lifestyle. Work when you want, and how you want to.\n\nWork-Life Balance: There's no place for burnout at Safe. 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.\n\nHealth & Wellness: Extended health, dental, health or lifestyle spending, and counseling benefits from day 1. That’s right, no waiting period.\n\nFamily is important: We are dedicated to supporting our employees through parenthood and offer a Parental Leave Top-Up Program for new parents through childbirth or adoption.\n\nShared Success: Share in Safe’s success with our bi-annual profit sharing and RRSP/TFSA matching program.\n\nAn Accessible Commute: Regardless of your commute method, we’re located close to public transit, and provide complimentary parking and bike storage for our team!\n\nAbout Safe Software\nSafe Software transforms organizations with FME, the only All-Data Any-AI Enterprise Integration Platform connecting all your data, anywhere, at any velocity.\nWith over 30 years of expertise and 25,000+ enterprise customers across 125+ countries, we simplify your data journey, wherever it leads.\nFounded in 1993, Safe is headquartered in Surrey, BC with over 300 team members and counting. We’re always looking for talented individuals with diverse backgrounds who are determined to learn and grow. Are you ready to join the team?\nOur Commitment to Diversity and Inclusion\nSafe Software is an equal opportunity employer and we truly believe that innovation and strength begin with diversity and inclusion.\nWe 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.\nShould you require accommodations during the recruitment process, please contact .\nNotice Regarding Use of Automated Tools in Hiring\nAt 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.\nPlease be assured that the final hiring decision is always made by a member of our team. For more information on how we protect your privacy, please see our policy. If you have questions about this process, please contact us at .","description_format":"text","description_chars":6793,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Flexible schedule","Parental leave"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"},{"name":"Quebec","iso":null,"kind":"city"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Geospatial Analytics","Developer Tools"],"lifecycle":[{"event":"open","at":"2026-10-12T04:45:49Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":6,"expected_fill_days":39,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-10-15T05:46:00Z"},"pay":{"stated_usd_annual":67090,"is_top_pay":false},"html_url":"https://alion.io/job/safe-software-technical-support-team-lead-fme-form","json_url":"https://alion.io/job/safe-software-technical-support-team-lead-fme-form.json","meta":{"generated_at":"2026-10-15T20:28:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31171,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1760170},"rest":"https://alion.io/mcp/rest/get_company?id=1760170"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsafe-software-technical-support-team-lead-fme-form"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsafe-software-technical-support-team-lead-fme-form"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsafe-software-technical-support-team-lead-fme-form"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/safe-software-technical-support-team-lead-fme-form\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsafe-software-technical-support-team-lead-fme-form"}]}