Technical Support Specialist

Description:

As a Technical Support Specialist II - FME Form, you’ll provide top-notch support and technical expertise for customers utilizing FME Form, Safe Software’s workflow authoring solution for data integration. We have an immediate opening and are excited to find the right candidate to join our team.

FME Form empowers users to move and transform data across systems, enabling seamless workflows that bridge information gaps and unlock critical insights. You’ll contribute to our customers’ success by providing exceptional people-oriented technical support, approaching issues with curiosity and empathy. Your primary focus will be directly corresponding with customers to provide technical guidance and expertise for their product support requests, and for the questions they post to the FME Community Forums.

The user experience insights you gain from the support you provide are critical to the development of our products. Based on the trends and insights gained from supporting Safe’s customers, you will create product improvement requests, report product deficiencies, recommend documentation updates, and provide critical feedback through user testing to help shape the future of our software.

In addition to the above, you will collaborate with fellow team members to help strengthen the broader FME knowledge ecosystem by authoring knowledge base articles and tutorials, delivering live webinars, and supporting live training sessions. You will contribute your knowledge and skills internally, too, by coaching peers through complex troubleshooting and sharing best practices discovered through your own research and testing.

You will also work cross-functionally, acting as the voice of the customer for key product development projects and initiatives. You will bring the customer’s perspective to these projects, ensuring product design, functionality, and usability meet the high expectations of Safe’s customers. Success in this role is defined by your ability to resolve complex technical challenges with empathy and expertise, and then translate gained customer insights into recommendations for meaningful improvements to our products and to our teams.

We welcome applicants from diverse backgrounds and experiences. If you are interested in this role but do not meet every qualification listed, we encourage you to apply. We value technical depth, a collaborative mindset, and the pursuit of continuous professional development.

About The Team

Safe Software’s Customer Experience team is a dynamic group of technical professionals passionate about helping customers achieve their goals by way of the FME Platform. Team members collaborate to tackle challenges, share knowledge, and stay at the forefront of data technology trends, including automation, ETL, cloud computing, AI and so much more. Joining our team means being part of a supportive, innovative, and customer-obsessed culture.

What You’ll Be Doing

As a Technical Support Specialist II, your responsibilities will include:

Providing personalized technical support through emails and screenshares
Sharing your knowledge with FME users by contributing to our FME Community Q&A Forums and Knowledge Base on the FME Support Center
Creating and delivering webinars and training content that highlight FME’s amazing capabilities.
Collaborating with product managers and development teams to test new features, identify customer needs, and advocate for product enhancements
Researching new configurations and technologies to help customers and internal teams

Qualifications, Skills, And Competencies

Safers come from a variety of backgrounds with a diversity in skills and knowledge. That said, we find that those who are most successful in this role have experience with the following areas.

What We’re Looking For

Technical Expertise:
Experience working with a broad range of data formats (e.g. GIS, CAD, databases, raster, JSON, XML, REST APIs/web/cloud services, or Microsoft or Azure services for enterprise)
Knowledge of common data challenges, such as schema management, validation, and filtering
Experience with ETL processes, and/or developing data integration workflows
Customer Support:
Proven ability to collaborate effectively to resolve advanced technical issues with empathy and professionalism
Strong interpersonal skills, with the ability to communicate complex technical concepts effectively to diverse audiences
Successful Traits:
Ability to work effectively both independently and within a team
Resourceful, proactive, and committed to continuous learning
Nice To Have

Previous experience working in technical support, technology consulting or relevant industry experience
Previous experience using FME Form and/or FME Flow
Familiarity with Artificial Intelligence technologies, including experience using AI tools to assist in research, problem-solving, or technical learning.
Experience working with web services, web applications, and APIs (e.g. Amazon, Azure, MS Graph, AGOL, ArcGIS Portal, Cityworks and other asset management systems, or content management systems)
Experience working with or administering databases (e.g. Oracle, SQL Server, PostgreSQL, Snowflake, DuckDB)
Familiarity with Python or query languages like SQL
Experience writing and /or presenting technical content to a wide audience
Experience coaching or guiding team members through complex tasks and challenges
Familiarity working with cloud platforms (e.g., Azure, AWS, Google) and virtualized environments
Multilingual capabilities are an asset