Global Technical Support Director

Bentley Systems-posted about 2 months ago

Full-time • Senior

New Milford, PA

Publishing Industries

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We are seeking a strategic and experienced Global Technical Support Director to lead our customer-facing support operations across enterprise cloud and desktop software products. This role is pivotal in driving customer satisfaction, operational excellence, and continuous improvement across our global support organization.

Lead and inspire geographically distributed support teams, serving as the primary point of contact for North America Support leadership.
Develop and execute global support strategies aligned with business objectives.
Collaborate with senior leadership to influence decisions across people, processes, and policies.
Act as the voice of the customer within the organization.
Champion initiatives to enhance customer experience and satisfaction.
Partner with escalation teams to ensure timely resolution of critical issues.
Drive performance across key metrics (e.g. CES, resolution time) across all support channels.
Implement scalable support models for both cloud and desktop environments.
Lead tooling, knowledge management, and automation initiatives in collaboration with Product and Digital Experience teams.
Work closely with Product, Engineering, Sales, and Services teams to ensure alignment and feedback loops.
Influence product roadmaps using customer insights and support trends.
Recruit, mentor, and develop high-performing support engineers and leaders.
Foster a culture of accountability, innovation, and continuous learning.

10+ years of experience leading large-scale customer support teams in an enterprise software environment.
Proven success in global and multi-regional support leadership roles.
Strong background in supporting both cloud and desktop products.
Executive presence with the ability to influence senior stakeholders.
Deep understanding of support operations, metrics, and customer success principles.
Proficiency with support platforms such as ServiceNow, Zendesk, or Salesforce Service Cloud.
Excellent communication, leadership, and problem-solving skills.
MSc in Computer Science, Data, or a related field.
Familiarity with ITIL, ISO, or other support frameworks.

A great Team and culture.
An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
An attractive salary and benefits package.
A commitment to inclusion, belonging, and colleague well-being through global initiatives and resource groups.
A company committed to making a real difference by advancing the world's infrastructure for a better quality of life.

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