# Technical Support Team Lead, FME Flow at Safe > Remote · Canada · Staff · Other · open. Source: https://alderhq.app/jobs/ashby%3Asafe%3Ac03c439c-7dff-4f8b-be95-ca737447bf7e (read 2026-11-05). ## Facts (observed) - Company: [Safe](https://alderhq.app/companies/safe) - Location text: Canada Wide - Excluding Quebec - Where it can be done from (inferred): Remote · Canada (evidence: "Location: Canada Wide - Excluding Quebec") - Posted: 2026-04-20 (199 days ago) - First seen by alder: 2026-11-02 · last verified: 2026-11-04 - Reposted: 0 times · edited: 0 times - Apply on the employer's site: https://jobs.ashbyhq.com/safe/c03c439c-7dff-4f8b-be95-ca737447bf7e ## Pay and sponsorship - Posted pay: CAD 80k–CAD 96k per year (from the listing's pay field) - Market band for similar posted roles (Canada, n 101): p25 CAD 114k, median CAD 131k, p75 CAD 158k ## Description (the employer's text) Safe Software is seeking a Technical Support Team Lead to join our growing Customer Experience team. In this role, you’ll lead a group of technical specialists who support customers using FME Flow. 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 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. We’re a collaborative, mission-driven team that values empathy, knowledge sharing, and continuous learning. ### What You’ll Be Doing ### Team Leading (Primary Focus) 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 of Customer Experience. 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 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 technical questions are answered promptly. ### Events Contribute to customer-facing events such as the Partner Summit and User Conference, including providing technical support and on-site engagement as needed. ### Knowledge Work alongside the team to share solved problems with the user community through our blog, knowledge articles, or webinars. ### What We’re Looking For Safers 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: Bachelor’s degree in a relevant field or equivalent work experience in a technical customer-facing role. Significant experience supporting or administering complex enterprise software environments. 3-5+ years working with technical products in a customer support capacity. 2+ years experience in a leadership or mentorship 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. 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. Soft skills: Curious, empathetic, teamwork-oriented, clear communication, humble, proactive, passionate and innovative ### What You Can Expect When you choose a career with Safe Software, you’re also choosing… Meaningful Work: Make a profound impact across our business, workplace and data integration product. A Supportive Environment: Feel empowered to share your ideas and implement them with high autonomy and team support. Social 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. --- Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/ashby%3Asafe%3Ac03c439c-7dff-4f8b-be95-ca737447bf7e and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.