Share this Job

Director, Technical Support

Date: Nov 24, 2021

Location: Warszawa, PL, 02-014

Company: Bentley Systems

We are seeking a proven, tactical, and strategic Director of Global Technical Support to lead a team of support managers and expert engineers who are tasked with supporting our user. This individual will lead highly visible and motivated global teams and will interact extensively with support leaders across the support organization. The ideal candidates should possess extensive Expert Technical Support leadership experience, preferably supporting global clients.

 

The Senior leader is responsible for the leadership of the several technical support teams spread over all regions, relentlessly pursuing the delivery of Bentley’s user experience in a high growth, fast pace environment. By providing strong leadership, sound strategic and tactical execution, and continuously improving colleague and user satisfaction. The position will drive balanced success in the areas of user support, collaboration with development teams and regional processes. This role is part of the Global Technical Support leadership team and is responsible for applying independent judgment in designing solutions and making recommendations.

 

 

Responsibilities

 

  • Overseeing Operations for Global Teams
  • Supporting a complex software product
  • Enterprise Product Support background
  • Stakeholder Management
  • Improving user sentiment and experience
  • Capacity Modelling, budgeting, and forecasting
  • Implementation and Communication of Executive policies
  • Have a vision with a strategy

 

 

Additional Tasks

 

  • Support Employee’s Career growth within the team and the organization.
  • Focus on Employee Strengths to enable retention.
  • Establish measurable and result oriented goals
  • Change Management
  • Be a mentor/coach and role model
  • Empower and motivate our colleagues
  • Ability to build relationships that create trust, open dialogue, and full transparency
  • Be passionate, show empathy and listen

 

Qualifications

 

Desired Skills & Experience

  • 10+ years’ experience in a technical support environment, handling highly complex issues
  • 5+ years at the Management level, managing managers in addition to individual contributors
  • Proven ability to apply a wide range of managerial tools to ensure that individuals and teams are organized, motivated and informed
  • Outstanding interpersonal skills conducive to collaboration, participating in a global management team and building bridges across organizational boundaries
  • Care deeply about culture and values and can demonstrate a track record for transparency, collaboration, diversity, accountability, impact, and innovation.
  • Ability to thrive in a dynamic, fast-paced environment where you must take on multiple responsibilities, execute at both the strategic and tactical level, and do what it takes to get things done.
  • Industry experience preferred
  • Excellent English language skills (written/oral)

 

 

Equal Opportunity Employer. We are proud to be an equal opportunity employer and consider 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.

 

#LI-LM1