Global Product Technical Support Lead (Open Applications)

Job description

**Global Product Technical Support Lead**

Travel: Around 20% travel per year

Position Summary:

We are looking for an accomplished and enthusiastic Global Product Technical Support Lead to seamlessly bridge our software engineering division and our worldwide Technical Support organization.

In this pivotal role as a GTL, you will play a critical part in ensuring that our Technical Support teams are well-equipped and fully prepared to handle new product features and offerings both prior to and following their General Availability launch.

Multiple GTLs will each specialise in dedicated Products and Brands, allowing for deep expertise and focused leadership across our diverse portfolio.

This position collaborates extensively with Product Management and Development teams, working together to evaluate and prioritise defect resolution efforts by carefully balancing the impact on users with broader business objectives.

Additionally, you will champion the transfer of essential knowledge about upcoming features and releases, ensuring that information flows smoothly and effectively within the Bentley ecosystem.

Your proactive engagement will be vital in fostering collaboration, enhancing support readiness, and ultimately contributing to the success and satisfaction of our global user community.

The GTL will be supporting Bentley Open Applications.

Bentley Open Applications are a collection of engineering tools built for multidisciplinary collaboration on infrastructure projects.

They integrate design, modelling, and data exchange in one unified environment, streamlining workflows and reducing reliance on third-party software.

With advanced features like automated drawing production and AI-powered design support, these applications enhance efficiency for engineers.

Responsibilities:

+ Work closely with Product Teams (Product Manager, QA) to gain insights/understanding into product development roadmap focusing on feature and functionality review at the beginning of the Product lifecycle.

+ Work with Development to prioritize Bug fixes for future product releases - based on Bug criticality and User impact.

+ Review the supportability & usability requirements for future product releases, including working with GTS Operations to aid in determining the headcount needed to support each new product & release.

+ Support Beta customers, if & when needed.

+ Drive knowledge creation to empower self-service and case deflection (KBs, communities) in collaboration with the technical writers/product team prior to GA.

+ Awareness of post-GA bugs and prioritization of critical Bug fixes throughout the product lifecycle.

+ Identify top trends and issues post GA and feed back to Development and GTS leadership.

+ Drive the creation of GTS specific training for each new product or release prior to General Availability and handover to support.

+ Work with Product engineering on developing deployment best practice guides – known gotchas etc.

+ Collaborate with other GTLs to develop consistent methodologies and best practices for the wider GTL/Bridges program.

+ This is a full-time role expected to work 40 hours per week.

+ This role requires communication with Managers, peers and other colleagues of the company in person, and/or by utilizing Microsoft Teams chat,calling and meeting functions.

+ Requires sitting or standing at will while performing work on a computer (or any other physical requirements (https://www.bls.gov/ors/factsheet/visual-overview-of-physical-demands.htm) ).

+ This role requires around 20% travel per year

Additional responsibilities:

+ Continue to assist your team with complex technical cases

+ Look at the open defects and Bugs across your team.

+ When needed, own and drive difficult Cases to closure.

+ Work with the GTS Leadership team to refine and develop Technical Support processes to improve the Customer experience.

+ Monitor the technical health/competence of their GTS team & suggest areas for additional training and development.

Qualifications:

+ 6+ years experience in Technical Support with a strong track record of mentoring, escalation management and prioritisation – a ‘go to’ within the support sphere

+ Understanding of Product Management and the software development lifecycle including agile/ scrum

+ Experience of managing and solving competing priorities with urgency, working with technical stakeholders, including Senior Leadership with a bias to action to come to a resolution

+ An understanding of Bentley users’ environments, expectations, and the business impact of technical solutions would be a distinct advantage

+ Strong user-focused mindset with critical thinking and effective problem-solving skills.

+ Excellent communication, emotional intelligence, and ability to clearly present complex information and drive action with stakeholders at all levels.

+ Proactive, collaborative approach with a positive attitude towards overcoming challenges and working cross-functionally.

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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Equal Opportunity Employer/Minorities/Females/Veterans/Disabled

Required Skill Profession

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