Bentley Systems ยท 2 months ago
Global Technical Support Director
Rhode Island, United States
Full-time
Onsite
Director/Executive
10+ years expBentley Systems is a leading software company specializing in solutions for architecture, engineering, and construction. They are seeking a Global Technical Support Director to lead customer-facing support operations, focusing on enhancing customer satisfaction and operational excellence across their global support organization.
ArchitectureCADConstructionEnterprise SoftwareInformation TechnologyInfrastructureInternet of ThingsSoftware
Responsibilities
Lead and inspire geographically distributed support teams, serving as the primary point of contact for North America Support leadership
Develop and execute global support strategies aligned with business objectives
Collaborate with senior leadership to influence decisions across people, processes, and policies
Act as the voice of the customer within the organization
Champion initiatives to enhance customer experience and satisfaction
Partner with escalation teams to ensure timely resolution of critical issues
Drive performance across key metrics (e.g. CES, resolution time) across all support channels
Implement scalable support models for both cloud and desktop environments
Lead tooling, knowledge management, and automation initiatives in collaboration with Product and Digital Experience teams
Work closely with Product, Engineering, Sales, and Services teams to ensure alignment and feedback loops
Influence product roadmaps using customer insights and support trends
Recruit, mentor, and develop high-performing support engineers and leaders
Foster a culture of accountability, innovation, and continuous learning
Qualification
Required
10+ years of experience leading large-scale customer support teams in an enterprise software environment
Proven success in global and multi-regional support leadership roles
Strong background in supporting both cloud and desktop products
Executive presence with the ability to influence senior stakeholders
Deep understanding of support operations, metrics, and customer success principles
Proficiency with support platforms such as ServiceNow, Zendesk, or Salesforce Service Cloud
Excellent communication, leadership, and problem-solving skills
MSc in Computer Science, Data, or a related field
Familiarity with ITIL, ISO, or other support frameworks
Benefits
An attractive salary and benefits package.
Company
Bentley Systems
Bentley Systems is an infrastructure engineering software company that provides innovative software sustaining.
5001-10000 employees
H1B Sponsorship
Bentley Systems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (26)
2024 (19)
2023 (21)
2022 (18)
2021 (19)
2020 (21)
Funding
Current Stage
Public CompanyTotal Funding
unknown2020-09-22IPO
Leadership Team
Nicholas Cumins
Chief Executive Officer
Julien Moutte
Chief Technology Officer
Recent News
Technology - WSJ.com
2026-01-07
2026-01-06
Company data provided by crunchbase