Global Technical Support Manager

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.