Global Product Technical Support Lead (Project Wise)

Overview

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 bridge our software engineering division and our worldwide Technical Support organization. In this role you will ensure that Technical Support teams are well-equipped to handle new product features and offerings both prior to and following their General Availability launch. Multiple GTLs will specialise in dedicated Products and Brands, enabling deep expertise and focused leadership across our portfolio. This position collaborates with Product Management and Development to evaluate and prioritise defect resolution by balancing user impact with business objectives. You will champion knowledge transfer about upcoming features and releases to ensure information flows within the Bentley ecosystem, fostering collaboration, enhancing support readiness and contributing to customer satisfaction.

The GTL will be supporting ProjectWise, Bentley Systems' secure, collaborative platform for managing infrastructure project data across the full project lifecycle. It integrates with Microsoft 365 and other tools to enable real-time collaboration, version control, and automated workflows for distributed teams. As a core part of Bentley Infrastructure Cloud, ProjectWise connects design, construction, and asset operations within a unified digital environment.

Responsibilities

Work closely with Product Teams (Product Manager, QA) to gain insights into the 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 supportability and usability requirements for future releases, including collaboration with GTS Operations to determine headcount needed to support each new product and release.

Support Beta customers, if and when needed.

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

Maintain awareness of post-GA bugs and prioritization of critical 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 and known gotchas.

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 in person and / or via Microsoft Teams chat, calling and meeting functions.

Requires sitting or standing at will while performing work on a computer (or any other physical requirements).

This role requires around 20% travel per year.

Additional responsibilities : Continue to assist your team with complex technical cases.

Look at 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 the GTS team and 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 managing competing priorities with urgency, working with technical stakeholders including Senior Leadership with a bias to action to reach a resolution.

An understanding of Bentley users' environments, expectations, and the business impact of technical solutions is advantageous.

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 cross-functional work.

What We Offer

A great team and culture – please see our colleague video.

An exciting career as part of a world-leading software company providing solutions for architecture, engineering, and construction.

An attractive salary and benefits package.

A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups.

A company committed to advancing the world's infrastructure for better quality of life, with stories of global impact available.

LI-SH

LI-Remote

LI-Hybrid

About Bentley Systems

Around the world, infrastructure professionals rely on software from Bentley Systems to design, build, and operate better and more resilient infrastructure. Founded in 1984 by engineers for engineers, Bentley is the partner of choice for engineering firms and owner-operators worldwide. Our digital twin solutions help unlock the value of data to transform project delivery and asset performance.

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 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 / 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 an email to disabilityrequest@bentley.com

J-18808-Ljbffr