Technical Support Team Lead, FME Flow

Role Overview

• 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.
• 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.
• Contribute to customer-facing events such as the Partner Summit and User Conference, including providing 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.

Requirements

• 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.

Benefits

• Offers Bonus