EMEA Technical Support Team Lead & SME Mentor

BENTLEY SYSTEMS, INC.; United Kingdom; Remote; GBP 70,000 - 95,000; Full time

Job summary

Bentley Systems, Incorporated is seeking a Technical Support Team Lead to oversee the EMEA Global Technical Support Team (GTST), overseeing daily operations, mentoring staff, and driving customer satisfaction. You will coordinate complex issues, lead cross‑functional collaboration, and champion service improvements in a global context.

The role requires strong leadership, deep technical knowledge, and a focus on delivering timely, high-quality support to end-users across the EMEA region.

Qualifications

• Minimum 7 years’ experience in a technical role with early leadership exposure.
• Post‑secondary degree in Geology, Geophysics, or another geo‑science discipline.
• Excellent English language communication skills, both verbal and written.
• Strong problem‑solving and conflict resolution abilities.
• Proven ability to manage and motivate a team while fostering a positive work environment.

Responsibilities

• Lead, coach, and evaluate the EMEA GTST within defined targets.
• Provide hands-on technical support and coordinate complex troubleshooting via email, phone, or remote sessions.
• Act as SME on two Seequent products and collaborate with other departments for effective resolutions.
• Develop and implement support processes and best practices to improve service delivery.
• Create self-help content using Knowledge Centred Support principles and maintain knowledge bases.
• Prepare and present regular reports on team performance and customer feedback.
• Support recruitment, training and onboarding of new team members and maintain coverage calendars.
• Collaborate with cross-functional partners to address gaps and implement long-term preventative measures.

Skills

Leadership

Communication

Problem-solving

Customer service

Education

Geology/Geophysics degree

Tools

Seequent applications

Seequent product suite

Job description

Bentley Systems, Incorporated is seeking a Technical Support Team Lead to oversee the EMEA Global Technical Support Team (GTST), overseeing daily operations, mentoring staff, and driving customer satisfaction. You will coordinate complex issues, lead cross‑functional collaboration, and champion service improvements in a global context.

The role requires strong leadership, deep technical knowledge, and a focus on delivering timely, high-quality support to end-users across the EMEA region.