Senior Technical Support, Planning Manager

Bentley Systems; Burlington; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

A leading software company is seeking a Senior Technical Support Planning Manager to lead support readiness for cloud product releases. The ideal candidate will have over 5 years of senior management experience in Cloud/SaaS Technical Support, a strong understanding of product management, and excellent project management skills. This role offers a hybrid work model and the chance to join a dynamic team committed to infrastructure improvement.

Benefits

Attractive salary and benefits package

Commitment to inclusion and colleague wellbeing

Dynamic team and culture

Qualifications

• Experience in support team leadership and case management.
• Strong understanding of Product Management with Agile exposure.
• Proactive communication with stakeholders.

Responsibilities

• Lead support readiness planning for cloud product releases.
• Coordinate training resources and documentation delivery.
• Manage operational readiness and escalate issues as needed.

Skills

Cloud/SaaS Technical Support leadership

Agile methodologies

Problem solving

Project management

Cross-functional collaboration

Education

5+ years of senior management experience

Tools

ServiceNow

Azure DevOps

PowerBI

Excel

PowerPoint

Word

Job description

Overview

Senior Technical Support Planning Manager

Location: Canada East Coast (Hybrid/ Homebased)

Travel: Around 20% travel per year

Position Summary

TheSenior Support Planning Manager (SPM)plays a critical role in ensuring that Global Technical Support (GTS) is fully prepared for all Bentley Infrastructure Cloud (BIC) releases. Acting as the operational counterpart to Global Technical Leads (GTLs), this role focuses on logistics, coordination, and enablement to drive support readiness across the organisation.

Operating within a dynamic and agile environment, the SPM leads end-to-end planning for support readiness, facilitates knowledge transfer from Development, and ensures Support Engineers are equipped with the tools, training, and insights needed to support new releases effectively. The role also involves prioritising bug fixes and product improvements, analysing support trends, and maintaining a strong feedback loop with Product Management and Development to address issues proactively.

The SPM is instrumental in bridging operational execution with strategic technical enablement, ensuring that support teams are aligned, informed, and empowered to deliver exceptional service throughout the lifecycle of BIC applications.

Responsibilities

• Lead and coordinate comprehensive support readiness planning for cloud product releases, ensuring all milestones, deliverables, and timelines are met.
• Collaborate across technical and product teams to guarantee timely delivery of training resources and documentation for new features
• Collaborate with Global Technical Leads and Support Managers to identify skill gaps and ensure effective training and onboarding for L1/L2 teams.
• Oversee the development, delivery, and maintenance of readiness materials such as playbooks, checklists, and training resources.
• Monitor and report on readiness progress, addressing any risks or issues by escalating them to leadership as needed.
• Coordinate operational readiness, including meetings, go-live support planning, and alignment with SRE teams for deployment and infrastructure preparedness.
• Monitor post-GA support trends and coordinate feedback loops with GTLs and Product Teams.
• Ensure support teams are equipped to handle early adoption issues and critical escalation.

Qualifications

• 5+ years of senior management experience in Cloud/SaaS Technical Support, with a proven record in support team leadership, case management, engineering collaboration, mentoring, escalation handling, and task prioritization.
• Strong understanding of Product Management, with exposure to Agile methodologies, participation in Scrum processes, or formal training.
• Demonstrated "user first" mindset and advanced critical thinking skills, with a keen interest in problem solving and awareness of business impact.
• Assertive in voicing concerns and communicating urgency to stakeholders, including Senior Leadership, with a proactive approach.
• Positive, solution-oriented attitude and effective cross-functional collaborative skills.
• Advanced project and program management abilities within Agile environments.
• Skilled at managing multiple priorities and delivering results under tight deadlines.
• Experience with Bentley Systems products would be highly advantageous. Experience with ServiceNow, Azure DevOps, PowerBI, Excel, PowerPoint and Word is considered an asset.

What We Offer

• A great Team and culture – please see our colleague video.
• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this short documentary about how we got our start.
• An attractive salary and benefits package.
• A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups.
• A company committed to making a real difference by advancing the world’s infrastructure for better quality of life, where your contributions help build a more sustainable, connected, and resilient world. Discover our latest user stories for an insight into our global impact.

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About Bentley Systems

Around the world, infrastructure professionals rely on software from Bentley Systems to help them design, build, and operate better and more resilient infrastructure for transportation, water, energy, cities, and more. Founded in 1984 by engineers for engineers, Bentley is the partner of choice for engineering firms and owner-operators worldwide, with software that spans engineering disciplines, industry sectors, and all phases of the infrastructure lifecycle. Through our digital twin solutions, we help infrastructure professionals unlock the value of their data to transform project delivery and asset performance. 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.