Global Technical Support Manager
Remote · Canada
Job Summary
Global Technical Support Manager to lead a globally distributed Technical Support Engineers (TSEs) team, overseeing day-to-day operations, managing case backlogs, ensuring SLA adherence, and driving resource allocation across regions. Focus on preventing escalations, maintaining high-quality communications and technical troubleshooting, mentoring engineers through Bentley’s career progression tracks (Individual Contributor, Hybrid, and Management), and collaborating with Global Technical Leads and Product & Technology to support new releases. Emphasizes knowledge-base contributions, process improvements, and sustaining a user-first support experience.
Required Qualifications
- Experience: 5+ years 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.
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