Senior Director, Global Technical Support
Location: Ireland (Hybrid or Home-based)
Position Summary:
We are seeking a dynamic and strategic Senior Director of Global Technical Support to join our worldwide technical support organisation. This role is responsible for executing a global support strategy that enhances customer satisfaction, optimizes support efficiency, and aligns with the company’s business objectives. The ideal candidate will have a strong demonstrable background in technical support leadership, a passion for customer success, and the ability to scale support operations to meet the needs of a growing global customer base with a particular focus on a best-in-class cloud support and differentiated support offerings.
Key Responsibilities:
1. Strategic Leadership & Operations:
o Develop and implement enhanced global technical support strategies that ensure a high-quality customer experience.
o Lead and manage a distributed team of support professionals across multiple regions and time zones.
o Define and track key performance indicators (KPIs) such as response times, resolution rates, CES (CSAT), and NPS to continuously improve service levels.
o Drive support automation, AI-driven solutions, and self-service initiatives to enhance scalability and efficiency.
o Collaborate cross-functionally with Product & Technology, Engineering, Account, and User Success to provide a seamless support experience.
2. Customer Experience & Advocacy:
o Champion customer needs and pain points, ensuring insights from support interactions inform product development and service improvements.
o Foster a customer-first culture, ensuring that technical support is proactive, empathetic, and solutions-driven.
o Establish and maintain a trusted collaboration with escalation management to ensure critical issues are resolved promptly and effectively.
o Build, mentor, and lead a high-performing global support team, fostering a culture of growth, accountability, and innovation.
o Develop training programs to ensure the team has the technical expertise and soft skills necessary for exceptional support delivery.
o Ensure appropriate staffing, workforce planning, and career development opportunities to support the team’s success.
3. Technology & Process Optimization:
o Drive the implementation of AI, chatbots, knowledge bases, and ticketing systems (CRM) to improve efficiency.
o Identify and implement best practices in technical support, ensuring consistent processes across regions.
o Lead initiatives to improve first-contact resolution (FCR) and reduce support backlog while influencing areas like support readiness and engineering remediation of reported issues.
Qualifications & Experience:
* 15+ years of experience in technical support or customer support leadership roles, with at least 10 years in a senior leadership capacity.
* Proven experience leading global support teams in a B2B technology, SaaS, or enterprise software environment.
* Strong understanding of ITIL, support operations, AI-driven support, and customer service best practices.
* Experience with CRM, ticketing systems (e.g., Service Now, Salesforce Service Cloud, etc), and automation tools.
* Exceptional leadership, communication, and stakeholder management skills.
* Demonstrated ability to work cross-functionally and drive continuous improvement initiatives.
* Bachelor’s degree in a relevant field; MSc, MBA, or equivalent experience preferred.
About Bentley Systems:
Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world’s infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Our offerings, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent’s software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations. Bentley Systems’ 5,200 colleagues generate annual revenues of more than $1 billion in 194 countries.
Equal Opportunity Employer:
Bentley is proud to be an equal opportunity employer and considers 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.
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