Bentley Systems is looking for a Global Product Technical Support Lead to ensure their Technical Support teams are equipped to handle new product features and offerings, bridging the gap between software engineering and worldwide Technical Support.
Requirements
- 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.
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.
- 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.
Other
- Around 20% travel per year
- 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).
- 6+ years experience in Technical Support with a strong track record of mentoring, escalation management and prioritisation – a ‘go to’ within the support sphere
