Technical Support Team Lead, FME Flow
6.0/10
Safe
Not specified
Remote
lead
about 1 month ago
May be outdated
supporttechFMEZendeskJiraConfluence
AI Summary
The vacancy is well-defined but lacks compensation details, affecting overall attractiveness to applicants.
Check Match — Just drop your CV
See your fit for Technical Support Team Lead, FME Flow in seconds.
Description
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.
Requirements
What We’re Looking For
- •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.
Loading similar jobs...