Safe Software

Support Engineer

• Provide one-to-one technical support for customers through email, and Safe’s Community Q&A forum.
• Conduct software demonstrations and build proof of concepts for new and existing customers.
• Create and deliver training materials, webinars, and presentations to help customers grow their FME knowledge, and contribute to Safe’s Community by generating step-by-step tutorials and informational articles.
• Collaborate with other teams and share your expertise in initiatives such as testing new product features and assisting with marketing campaigns to promote them.
• Investigate and explore different configurations and technologies to assist customers, colleagues, and developers.
• Keep up to date with product developments by attending Feature Demos and testing the latest versions of our software.
• Identify issues within FME and advocate for new and improved functionality that will help our customers.

Technical Support Specialist I, FME Form/Flow

SDET

• Define and lead the vision for test automation architecture and quality engineering at scale.
• Design, build, and evolve reusable test frameworks that are maintainable, scalable, and efficient.
• Collaborate with Engineering, Product, and DevOps to embed testing throughout CI/CD and cloud-based deployments.
• Guide architectural decisions to improve testability, observability, and long-term system health.
• Identify and resolve quality gaps, technical debt, and inefficiencies across teams.
• Mentor developers, SDETs, and QA team members to build testing skills and promote a quality-first mindset.
• Standardize tools and technologies that support test automation and improve development workflows.
• Monitor and report on testing coverage, quality KPIs, and risk areas to inform planning and continuous improvement.
• Champion AI-assisted development across the org, piloting and standardizing tools that accelerate test authoring, triage, results analysis, and code review.

Staff SDET

• 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.

Technical Support Team Lead, FME Flow

Product Designer

• Own the end-to-end design process for product initiatives, from opportunity framing, discovery workshops, concept development to final design handoff and QA.
• Collaborate with product managers and technical stakeholders to scope features, align on vision, and contribute to roadmap decisions.
• Apply sound judgment to determine when a solution warrants quick, tactical action versus when to invest in deeper research and iterative design cycles.
• Partner with technical stakeholders to understand highly technical workflows and distill them into user-centered solutions.
• Deliver a wide range of design artifacts that incorporate AI, including user flows, low-fidelity sketches, hi-fidelity mockups, and design specs/documentation.
• Collaborate with user researcher on research planning and translating insights into actionable recommendations.

Senior Product Designer, FME Flow

Customer Success Manager

• Manage a portfolio of strategic and enterprise customer accounts
• Lead onboarding and guide customers to early and ongoing value realization
• Build and maintain relationships with multiple stakeholders, including executive leaders
• Facilitate discovery sessions to understand complex customer needs and environments
• Develop and lead Mutual Success Plans aligned to business outcomes
• Lead Quarterly and Executive Business Reviews focused on value and future opportunities
• Identify and qualify expansion opportunities through proactive engagement and insight
• Support and guide customers through complex technical and solution-oriented challenges
• Translate customer needs into solution approaches in collaboration with internal teams
• Share customer insights to inform product direction and business strategy
• Contribute to Customer Success processes, playbooks, and best practices

Customer Success Manager – III

• Manage a portfolio of customer accounts with varying needs and priorities
• Support onboarding, including initial setup and early value realization
• Build relationships with customer stakeholders and act as a trusted point of contact
• Facilitate discovery conversations to understand customer goals and challenges
• Support the development and execution of Mutual Success Plans
• Monitor product adoption and identify opportunities to improve usage
• Identify and share potential growth opportunities with Account Management
• Document customer insights and interactions in CRM systems
• Collaborate with internal teams to address customer needs and improve outcomes
• Share customer feedback to help inform product and service improvements

Technical Support Specialist I, FME Form/Flow

Staff SDET

Technical Support Team Lead, FME Flow

Senior Product Designer, FME Flow

Customer Success Manager – III

Customer Success Manager II