Senior Escalation Manager — Lead Critical Resolutions

Bentley Systems, Incorporated; Dublin; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Bentley Impact Day

Recognition programs

Wellbeing initiatives

Job summary

Bentley Systems, Incorporated is seeking a Senior Escalation Manager to lead and resolve critical customer issues in a hybrid Dublin setting. The role focuses on governance, cross-functional collaboration, and clear communication with customers and Bentley executives to protect software integrity.

The candidate will coordinate Development, QA, Support, and other teams, document full investigation results, and participate in process improvements and mentoring across the support organization.

Qualifications

• Bachelor’s degree or equivalent experience in computer science, engineering or related field.
• 7+ years in technical support, escalation management, or software project roles.
• Proven ability to resolve complex technical issues with data-driven decisions.
• Strong written and verbal communication skills for executives and customers.
• Experience coordinating cross-functional teams during high-impact escalations.

Responsibilities

• Govern escalation governance and own resolution lifecycle from start to finish.
• Coordinate with Development, QA, Support and other teams to identify root causes.
• Provide regular updates to customers and stakeholders on status and risks.
• Maintain detailed records of investigations, decisions and actions taken.
• Contribute to knowledge base, training and post-incident reviews.

Skills

Escalation management

Technical troubleshooting

Cross-functional leadership

Communication

Stakeholder management

Education

Bachelor's degree in computer science or related field

Tools

ITIL familiarity

Root cause analysis tools

Job description

Bentley Systems, Incorporated is seeking a Senior Escalation Manager to lead and resolve critical customer issues in a hybrid Dublin setting. The role focuses on governance, cross-functional collaboration, and clear communication with customers and Bentley executives to protect software integrity.

The candidate will coordinate Development, QA, Support, and other teams, document full investigation results, and participate in process improvements and mentoring across the support organization.