Global Technical Support Manager - Remote Eligible

Global Technical Support Manager

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.

Responsibilities

• Operational Leadership & Case Quality
• 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.

Escalation Management & Coordination

• 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.

Team Development & Career Progression

• 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.

Cross-Functional Collaboration & Strategy

• 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.

Qualifications & Requirements

• Experience: 5+ years of experience in enterprise technical support or IT operations, with at least 2+ years in a direct team management role.
• Education: Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field (or equivalent practical experience).
• 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.
• 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).
• Communication: Exceptional written and verbal communication skills, with the ability to maintain clarity and team focus during critical incidents.
• Technical Acumen: Familiarity with enterprise software deployment, cloud infrastructure (Azure experience/certifications like AZ-104 are highly advantageous), and support ticketing systems.

What We Offer

• 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 wellbeing through global initiatives and resource groups
• A company committed to making a real difference by advancing the world's infrastructure for better quality of life, where your contributions help build a more sustainable, connected, and resilient world

Who We Are

Around the world, infrastructure professionals rely on software from Bentley Systems to help them design, build, and operate better and more resilient infrastructure for transportation, water, energy, cities, and more. Founded in 1984 by engineers for engineers, Bentley is the partner of choice for engineering firms and owner-operators worldwide, with software that spans engineering disciplines, industry sectors, and all phases of the infrastructure lifecycle. Through our digital twin solutions, we help infrastructure professionals unlock the value of their data to transform project delivery and asset performance.

Equal Opportunity Employer

Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.