Bentley Systems

Global Technical Support Manager

Bentley Systems • $100K — $130K *
US-Anywhere
+ 2 other locationsRemote
Technical Services
5 - 7 years of experience
1 week ago
Job Overview by Ladders

Qualifications

  • 5+ years of experience in enterprise technical support or IT operations with a focus on team management.
  • Bachelor's degree in Engineering, Computer Science, Information Technology, or equivalent.
  • Proven experience in quality assurance and escalation prevention in a technical environment.
  • Strong leadership skills with experience in mentoring and managing remote/global teams.
  • Exceptional written and verbal communication skills for clarity during critical situations.
  • Familiarity with enterprise software deployment and cloud infrastructure, especially Azure.

Responsibilities

  • Oversee daily operations of a globally distributed Technical Support team, ensuring adherence to service level agreements (SLAs).
  • Monitor case backlogs, optimizing resource allocation based on complexity and regional demands.
  • Work with team members to prevent case escalations through effective troubleshooting and customer communication.
  • Support team during customer escalations, providing resources and coordination with Escalation Managers.
  • Ensure thorough documentation and timely updates during critical escalations.
  • Mentor Technical Support Engineers and conduct performance reviews to ensure high-quality service delivery.
  • Collaborate with technical leads on new product releases, driving knowledge creation initiatives for user self-service.

Benefits

  • A supportive and collaborative team culture.
  • Opportunities for career advancement in a leading software company.
  • Comprehensive benefits package focused on inclusion and colleague wellbeing.
Full Job Description
Manager, Global Technical Support

Department: Global Technical Support (GTS) - Operations
Company: Bentley Systems

Position Summary

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 - please see our colleague video.

  • 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.

  • An attractive salary and benefits package.

  • A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups.


About Bentley Systems

Bentley Systems, Incorporated is an American-based software development company that develops, manufactures, licenses, sells and supports computer software and services for the design, construction, and operation of infrastructure. The company's software serves the building, plant, civil, and geospatial markets in the areas of architecture, engineering, construction (AEC) and operations. Their software products are used to design, engineer, build, and operate large constructed assets such as roadways, railways, bridges, buildings, industrial and power plants and utility networks. The company's software products are used by professionals such as engineers, architects, geospatial professionals, constructors, and owner-operators. Bentley Systems employs more than 4,000 people, generates annual revenues of more than $700 million in 170 countries, and has invested more than $1 billion in research, development, and acquisitions since 2014.
Learn more about Bentley Systems
Size
4,000 employees
Market Cap
$10.5 billion
Industry
Manufacturing & Automotive
Net Income
$126.5 million
Founded
1984
5 Year Trend
+36.6%
Revenue
$801.5 million
NASDAQ
BSY
* Ladders Estimates

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