Senior Escalation Lead - Technical Issue Resolution

Blyncsy; Dublin; Hybrid; EUR 110,000 - 150,000; Full time

Benefits offered by this job

Bentley Impact Day

Recognition programs

Inclusion initiatives

Job summary

Bentley Systems is seeking a Senior Escalation Manager to lead and resolve critical technical customer issues, coordinating cross-functional teams to ensure timely, clear resolution and executive-level communication.

The role requires ownership, strong technical knowledge, and a customer-focused approach to protect the integrity of Bentley software solutions and maintain trust during high-impact escalations.

Qualifications

• Bachelor's degree or equivalent in computer science, engineering, or related field.
• 7+ years in technical support, escalation management, or software project management.
• Experience supporting software through full lifecycle and conducting root cause analysis.
• Familiarity with databases, cloud services, and network protocols.
• Strong analytical, problem-solving, and data-driven decision making.
• Excellent written and verbal communication, with executives.
• Ability to explain complex technical issues to non-technical stakeholders.

Responsibilities

• Leverage technical resources to analyze and resolve complex technical issues.
• Coordinate with Development, QA, Support and cross-functional teams to identify root causes and implement solutions.
• Provide clear ownership and governance throughout the escalation lifecycle.

Skills

Analytical thinking

Problem solving

Clear communication

Executive communication

Cross-functional collaboration

Ownership & prioritization

Customer focus under pressure

Education

Bachelor's degree in CS, engineering, or related field

Tools

Databases

Cloud services

Network protocols

Job description

Bentley Systems is seeking a Senior Escalation Manager to lead and resolve critical technical customer issues, coordinating cross-functional teams to ensure timely, clear resolution and executive-level communication.

The role requires ownership, strong technical knowledge, and a customer-focused approach to protect the integrity of Bentley software solutions and maintain trust during high-impact escalations.