Global Technical Support Manager
About The Position
Bentley Systems is seeking a dedicated and strategic Global Technical Support Manager to lead a team of highly skilled Technical Support Engineers (TSEs). In this role, you will be responsible for overseeing day-to-day support operations, ensuring exceptional service delivery for our enterprise infrastructure engineering software. You will play a pivotal role in optimizing operational efficiency, managing case backlogs, and driving resource allocation across different regions. A key focus of this position will be nurturing your team's development by guiding them through Bentley’s GTS career progression model, ensuring high-quality case handling to prevent escalations, and supporting your engineers when critical situations do arise.
Requirements
- 5+ years of experience in enterprise technical support or IT operations, with at least 2+ years in a direct team management role.
- Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related field (or equivalent practical experience).
- Proven experience in quality assurance and preventing escalations, coupled with a strong understanding of how to support technical staff and partner with escalation management functions during high-pressure situations.
- Strong track record of mentoring staff, managing remote/global teams, driving career development, and ensuring process compliance (like case documentation and communication standards).
- Exceptional written and verbal communication skills, with the ability to maintain clarity and team focus during critical incidents.
- Familiarity with enterprise software deployment, cloud infrastructure (Azure experience/certifications like AZ-104 are highly advantageous), and support ticketing systems.
Nice To Haves
- Azure experience/certifications like AZ-104
Responsibilities
- Oversee the daily operations of a regional or globally distributed Technical Support team, ensuring adherence to SLAs and delivery of a "user-first" support experience.
- Monitor and manage case backlogs, optimizing resource allocation based on case complexity, engineer bandwidth, and regional demands.
- Proactively work with TSEs to prevent case escalations and elevations by ensuring high-quality customer communications, rigorous technical troubleshooting standards, and sustained team productivity.
- Play a crucial support role during active customer escalations by actively backing your TSEs and the Escalation Engineers working on the issue.
- Partner closely with Escalation Managers, ensuring they have the dedicated technical support resources required to coordinate the next steps in the case strategy.
- Drive strict accountability and quality control during escalations by ensuring your TSEs thoroughly document all technical work within the case and provide regular, timely updates to the user.
- Mentor and coach Technical Support Engineers, providing continuous feedback, conducting performance reviews, and reviewing case quality.
- Guide team members through Bentley’s structured career progression tracks, helping them navigate between Individual Contributor, Hybrid, and Management paths.
- Foster a culture of continuous learning and deep technical curiosity, ensuring team members have the training required to handle highly complex, intermittent issues.
- Partner with Global Technical Leads (GTLs) and Product & Technology (P&T) to ensure your team is ready to support new product releases and features.
- Drive knowledge creation initiatives, encouraging your team to actively contribute to Knowledge Bases (KBs) and Bentley Communities to promote user self-service.
- Analyze support metrics and trends to identify process improvements and collaborate with GTS leadership on long-term support strategies.
Benefits
- An attractive salary and benefits package.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
