**Senior Manager, Technical Support** **Location:** Hybrid or home-based in Canada **Position Summary:** Bentley Systems Global Technical Support is seeking a highly skilled and experienced **Technical Support Senior Manager – Support Readiness** to lead our support readiness function. This role is critical in ensuring that our global technical support teams are equipped with the right tools, knowledge, and processes to deliver exceptional customer service. The ideal candidate will be responsible for developing and executing strategies that enhance support preparedness for new products, services, and feature releases, ensuring a seamless customer support experience. This role requires a strong leader with a deep understanding of technical support operations, team management, and customer service best practices. **Your Day-to-Day:** + Develop and implement a support readiness strategy, ensuring technical support teams are prepared for new product launches, updates, and service changes. + Collaborate closely with Product Management, Engineering, and Customer Support teams to anticipate support needs and create effective training and documentation. + Design and oversee the creation of support documentation, troubleshooting guides, playbooks, and knowledge base articles to facilitate efficient issue resolution. + Lead cross-functional initiatives to enhance support tools, automation, and processes that improve efficiency and customer experience. + Establish and manage a training and certification program for technical support teams to ensure consistent skill development and readiness. + Partner with Quality Assurance, Training, and Enablement teams to measure and continuously improve support effectiveness. + Monitor and analyze support trends and KPIs to identify gaps in readiness and proactively address areas for improvement. + Act as a liaison between technical support teams and other business units to ensure alignment in product support strategy and execution. + Drive continuous improvement initiatives to enhance the overall customer support experience and reduce time-to-resolution. + Lead, mentor, and manage Senior Technical Engineers, ensuring high levels of performance and engagement. **What You Bring to The Team:** + 8+ years of experience in technical support, support readiness, or related roles, with at least 3+ years in a senior leadership position. + Strong understanding of technical support operations, escalation management, and customer experience best practices. + Proven ability to manage complex, cross-functional projects in a fast-paced environment. + Experience with SaaS, cloud computing, networking, or enterprise software solutions is highly preferred. + Expertise in creating technical documentation, training programs, and knowledge management systems. + Strong analytical skills with experience leveraging data-driven insights to drive decision-making. + Strong communication and teamwork abilities + Proficiency with support tools and platforms such as ServiceNow, Azure DevOps Services, PowerBI, and knowledge management systems. + Ability to thrive in an agile, fast-moving environment and drive initiatives with a customer-centric mindset. + Minimal travel is required in this role. + 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) ). **What We Offer:** + A great Team and culture – please see our Recruitment Video . + An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction. + Competitive Salary and benefits. + The opportunity to work within a global and diverse international team. + A supportive and collaborative environment. + Colleague Recognition Awards. **About Bentley Systems:** Bentley Systems (Nasdaq: BSY) is an 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. www.bentley.com **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. Equal Opportunity Employer/Minorities/Females/Veterans/Disabled