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The Cloud Global Technical Lead (GTL) is a senior-level role tasked with ensuring the readiness of Global Technical Support (GTS) for upcoming features and services within the Bentley Infrastructure Cloud (BIC) service. This role involves close collaboration with Product Developers, Product Management, and GTS to ensure seamless integration and support for new releases. Given the agile nature of BIC's SaaS offering, the Cloud GTL must actively participate in sprint planning sessions to stay updated on new features and functionalities.

The Cloud GTL must possess a deep and broad understanding of Cloud Infrastructure and SaaS technologies, encompassing areas such as Compute, Networking, Storage, Containers, Virtualization, and Troubleshooting. Familiarity with the BIC architecture and the BIC Portal is also highly beneficial. In this role, the Cloud GTL will collaborate closely with Senior and Principal Technical Support Engineers (TSEs) who are experts in specific subcomponents. Key responsibilities include coordinating readiness initiatives, managing bug prioritization, and conducting trend analysis. This position plays a critical role in bridging Technical Support and Product Management, offering strategic insights that help prioritize defect resolution based on customer impact and business goals.

Additionally, the Cloud GTL will bridge the knowledge gap between Developers and Technical Support, ensuring that all parties are well-informed about new features and releases across the BIC portfolio. This includes creating and delivering training materials, documentation, and support resources to empower self-service and reduce case volume.

Primary readiness responsibilities

• Ensure product success by prioritizing user needs.
• Adopt an agile mindset to accommodate rapid release schedules for maintenance and major changes.
• Collaborate with Bentley Infrastructure Cloud Product Teams (Product Manager, Development, Q&A etc.) to understand the product development roadmap, focusing on feature and functionality review at the start of the product lifecycle.
• Work with Product Management and Development to prioritize bug fixes for future releases based on criticality and user impact.
• Coordinate with GTS Senior/Principal Engineers who are subject matter experts in key infrastructure cloud applications.
• Partner with the ProjectWise GTL to represent changes impacting the BIC Portal related to ProjectWise.
• Review supportability and usability requirements for future releases and work with GTS Operations to determine the necessary headcount for support.
• Drive knowledge creation to enable self-service and reduce case volume, collaborating with technical writers and product teams before General Availability (GA).
• Monitor post-GA bugs and prioritize critical fixes throughout the product lifecycle.
• Identify top trends and issues post-GA and provide feedback to Development and GTS leadership.
• Develop GTS-specific training for each new product or release before GA and handover to support.
• Work with Product Engineering to create deployment best practice guides.
• Collaborate with other GTLs to develop consistent methodologies and best practices for the GTL/Bridges program.

Additional responsibilities

• Assist the BIC GTS team with complex technical cases.
• When needed, own and drive difficult Cases to closure.
• Work with the GTS Leadership team to refine and develop Technical Support processes to improve the Customer experience.
• Monitor the technical health/competence of their GTS team & suggest areas for additional training and development.

What You Bring to The Team:

• Experience in Cloud/SaaS Technical Support with a strong track record of mentoring, escalation management and prioritisation – a ‘go to’ within the support sphere
• Bentley Product Management Knowledge including agile exposure, scrum participation or trained.
• Understanding of Bentley’s users’ expectations from the product.
• A "user first" approach and strong critical thinking skills; with a desire to solve problems and an understanding of business impacts.
• Professionalism, patience and empathy.
• Excellent written and oral communication in English as well as strong user facing communication skills.
• Assertiveness, being able to raise concerns and convey urgency to stakeholders, including Senior Leadership with a bias to action
• Good emotional intelligence when talking with users and the ability to methodically document complex information and bring customers/users and colleagues along with solutions or action plans.
• Can-do attitude, wanting to be part of the solution and a strong cross functional collaborator.
• 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

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 an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, sex, sexual orientation, gender identity, disability, pregnancy, protected veteran status, religion, national origin, age, genetic information or any other protected characteristic. This commitment extends to all aspects of employment, including, but not limited to, hiring, placement, promotion, compensation, and training. Know Your Rights as an applicant under the law.

As an Equal Opportunity Employer, Bentley is committed to providing reasonable accommodations to applicants with disabilities. We encourage you to request a reasonable accommodation if you are not able to fully use or access our online application system. You can make an accommodation request by calling 610-458-5000 or sending us an email at disabilityrequest@bentley.com

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