Senior Technical Support, Planning Manager

Senior Technical Support Planning Manager 

Location: Canada East Coast  (Hybrid/ Homebased) 

Travel: Around 20% travel per year  

Position Summary: 

The Senior Support Planning Manager (SPM) plays a critical role in ensuring that Global Technical Support (GTS) is fully prepared for all Bentley Infrastructure Cloud (BIC) releases. Acting as the operational counterpart to Global Technical Leads (GTLs), this role focuses on logistics, coordination, and enablement to drive support readiness across the organisation. 

Operating within a dynamic and agile environment, the SPM leads end-to-end planning for support readiness, facilitates knowledge transfer from Development, and ensures Support Engineers are equipped with the tools, training, and insights needed to support new releases effectively. The role also involves prioritising bug fixes and product improvements, analysing support trends, and maintaining a strong feedback loop with Product Management and Development to address issues proactively. 

The SPM is instrumental in bridging operational execution with strategic technical enablement, ensuring that support teams are aligned, informed, and empowered to deliver exceptional service throughout the lifecycle of BIC applications. 

Responsibilities: 

Lead and coordinate comprehensive support readiness planning for cloud product releases, ensuring all milestones, deliverables, and timelines are met. 

• Collaborate across technical and product teams to guarantee timely delivery of training resources and documentation for new features 

• Collaborate with Global Technical Leads and Support Managers to identify skill gaps and ensure effective training and onboarding for L1/L2 teams. 

• Oversee the development, delivery, and maintenance of readiness materials such as playbooks, checklists, and training resources. 

• Monitor and report on readiness progress, addressing any risks or issues by escalating them to leadership as needed. 

• Coordinate operational readiness, including meetings, go-live support planning, and alignment with SRE teams for deployment and infrastructure preparedness. 

• Monitor post-GA support trends and coordinate feedback loops with GTLs and Product Teams. 

• Ensure support teams are equipped to handle early adoption issues and critical escalation. 

Qualifications: 

• 5+ years of senior management experience in Cloud/SaaS Technical Support, with a proven record in support team leadership, case management, engineering collaboration, mentoring, escalation handling, and task prioritization. 

• Strong understanding of Product Management, with exposure to Agile methodologies, participation in Scrum processes, or formal training. 

• Demonstrated "user first" mindset and advanced critical thinking skills, with a keen interest in problem solving and awareness of business impact. 

• Assertive in voicing concerns and communicating urgency to stakeholders, including Senior Leadership, with a proactive approach. 

• Positive, solution-oriented attitude and effective cross-functional collaborative skills. 

• Advanced project and program management abilities within Agile environments. 

• Skilled at managing multiple priorities and delivering results under tight deadlines. 

• Experience with Bentley Systems products would be highly advantageous Experience with ServiceNow, Azure DevOps, PowerBI, Excel, PowerPoint and Word is considered an asset.  

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. 

• 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. Discover our latest user success stories for an insight into our global impact. 

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