• Global Technical Support Director

    Bentley Systems (PA)


    Global Technical Support Director

    **Location:** Eastern Time Zone, North America (Hybrid or Remote)

    **Job Summary** :

     

    We are seeking a strategic and experienced **Global Technical Support Director** to lead our customer-facing support operations across enterprise cloud and desktop software products. This role is pivotal in driving customer satisfaction, operational excellence, and continuous improvement across our global support organization.

    Responsibilities:

    Leadership & Strategy

    + Lead and inspire geographically distributed support teams, serving as the primary point of contact for North America Support leadership.

    + Develop and execute global support strategies aligned with business objectives.

    + Collaborate with senior leadership to influence decisions across people, processes, and policies.

    Customer Advocacy

    + Act as the voice of the customer within the organization.

    + Champion initiatives to enhance customer experience and satisfaction.

    + Partner with escalation teams to ensure timely resolution of critical issues.

    Operational Excellence

    + Drive performance across key metrics (e.g. CES, resolution time) across all support channels.

    + Implement scalable support models for both cloud and desktop environments.

    + Lead tooling, knowledge management, and automation initiatives in collaboration with Product and Digital Experience teams.

    Cross-Functional Collaboration

    + Work closely with Product, Engineering, Sales, and Services teams to ensure alignment and feedback loops.

    + Influence product roadmaps using customer insights and support trends.

    Team Development

    + Recruit, mentor, and develop high-performing support engineers and leaders.

    + Foster a culture of accountability, innovation, and continuous learning.

    Qualifications:

    + 10+ years of experience leading large-scale customer support teams in an enterprise software environment.

    + Proven success in global and multi-regional support leadership roles.

    + Strong background in supporting both cloud and desktop products.

    + Executive presence with the ability to influence senior stakeholders.

    + Deep understanding of support operations, metrics, and customer success principles.

    + Proficiency with support platforms such as ServiceNow, Zendesk, or Salesforce Service Cloud.

    + Excellent communication, leadership, and problem-solving skills.

    + MSc in Computer Science, Data, or a related field.

    + Familiarity with ITIL, ISO, or other support frameworks.

    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 well-being through global initiatives and resource groups.

    + A company committed to making a real difference by advancing the world’s infrastructure for a 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.

     

     

    About Bentley Systems

     

    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. www.bentley.com

    Equal Opportunity Employer:

    Bentley is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, sex, sexual orientation, gender identity, disability, pregnancy, protected veteran status, religion, national origin, age, genetic information or any other protected characteristic. This commitment extends to all aspects of employment, including, but not limited to, hiring, placement, promotion, compensation, and training. Know Your Rights as an applicant under the law.

     

    Bentley Policy on EEO, Affirmative Action and Pay Transparency Non-Discrimination

     

    Bentley participates in e-Verify / Bentley participate in e-Verify / Right to Work Notice

    Request an Accommodation:

    As an Equal Opportunity Employer, Bentley is committed to providing reasonable accommodations to applicants with disabilities. We encourage you to request a reasonable accommodation if you are not able to fully use or access our online application system. You can make an accommodation request by calling 610-458-5000 or sending us an email at [email protected]

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    Equal Opportunity Employer/Minorities/Females/Veterans/Disabled