Global Technical Support Manager

<div><strong>Manager, Global Technical Support </strong><br/><br/>Department: Global Technical Support (GTS) - Operations <br/>Company: Bentley Systems <br/><br/><strong>Position Summary</strong><br/><br/>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. <br/><br/>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. <br/><br/><strong>Responsibilities</strong> <br/><br/>Operational Leadership & Case Quality <br/><br/><ul><li>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.</li></ul><br/><ul><li>Monitor and manage case backlogs, optimizing resource allocation based on case complexity, engineer bandwidth, and regional demands.</li></ul><br/><ul><li>Proactively work with TSEs to prevent case escalations and elevations by ensuring high-quality customer communications, rigorous technical troubleshooting standards, and sustained team productivity.</li></ul><br/><br/>Escalation Management & Coordination <br/><br/><ul><li>Play a crucial support role during active customer escalations by actively backing your TSEs and the Escalation Engineers working on the issue.</li></ul><br/><ul><li>Partner closely with Escalation Managers, ensuring they have the dedicated technical support resources required to coordinate the next steps in the case strategy.</li></ul><br/><ul><li>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.</li></ul><br/><br/>Team Development & Career Progression <br/><br/><ul><li>Mentor and coach Technical Support Engineers, providing continuous feedback, conducting performance reviews, and reviewing case quality.</li></ul><br/><ul><li>Guide team members through Bentley's structured career progression tracks, helping them navigate between Individual Contributor, Hybrid, and Management paths.</li></ul><br/><ul><li>Foster a culture of continuous learning and deep technical curiosity, ensuring team members have the training required to handle highly complex, intermittent issues.</li></ul><br/><br/>Cross-Functional Collaboration & Strategy <br/><br/><ul><li>Partner with Global Technical Leads (GTLs) and Product & Technology (P&T) to ensure your team is ready to support new product releases and features.</li></ul><br/><br/><ul><li>Drive knowledge creation initiatives, encouraging your team to actively contribute to Knowledge Bases (KBs) and Bentley Communities to promote user self-service.</li></ul><br/><ul><li>Analyze support metrics and trends to identify process improvements and collaborate with GTS leadership on long-term support strategies.</li></ul><br/><br/><strong>Qualifications & Requirements</strong> <br/><br/><ul><li>Experience: 5+ years of experience in enterprise technical support or IT operations, with at least 2+ years in a direct team management role.</li></ul><br/><ul><li>Education: Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field (or equivalent practical experience).</li></ul><br/><ul><li>Proactive & Escalation Acumen: 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.</li></ul><br/><ul><li>Leadership Skills: Strong track record of mentoring staff, managing remote/global teams, driving career development, and ensuring process compliance (like case documentation and communication standards).</li></ul><br/><ul><li>Communication: Exceptional written and verbal communication skills, with the ability to maintain clarity and team focus during critical incidents.</li></ul><br/><ul><li>Technical Acumen: Familiarity with enterprise software deployment, cloud infrastructure (Azure experience/certifications like AZ-104 are highly advantageous), and support ticketing systems.</li></ul><br/><br/><strong>What We Offer</strong>: <br/><br/><ul><li>A great Team and culture - please see our colleague video.</li></ul><br/><ul><li>An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this short documentary about how we got our start.</li></ul><br/><ul><li>An attractive salary and benefits package.</li></ul><br/><ul><li>A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups.</li></ul><br/><br/>