Senior Escalation Manager: Technical Issue Resolution

2103 Bentley Systems International Limited; Dublin; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary package

Bentley Impact Day

Colleague recognition programs

Diversity and inclusion initiatives

Job summary

Bentley Systems is seeking a Senior Escalation Manager in Ireland to orchestrate critical technical escalations and coordinate cross-functional teams. You will own the escalation lifecycle, communicate with customers and executives, and drive timely resolutions while maintaining service quality.

The role emphasizes technical knowledge, ownership, and mentorship across the support organization, with a hybrid work setup in Ireland.

Qualifications

• Bachelor's degree in computer science, engineering, or a related field, or relevant training and/or experience.
• Minimum of 7 years of experience in technical support, escalation management, software project management, or a related role.
• Proven experience supporting software products across the software development lifecycle and conducting root cause analysis.
• Familiarity with databases, cloud services, and network protocols.
• Excellent analytical and problem-solving skills, with the ability to think critically and make data-driven decisions.
• Strong written and verbal communication skills.
• Ability to explain complex technical issues to non-technical stakeholders and communicate effectively with executives.
• Demonstrated ability to manage customer expectations and maintain a strong customer focus during critical situations.
• Experience collaborating effectively with Development, Quality Assurance, Support, and other cross-functional teams.
• Ability to take ownership, manage competing priorities, and lead issues through resolution.

Responsibilities

• Lead issue resolution governance and coordinate cross-functional teams to resolve complex customer issues.
• Provide clear ownership and governance throughout the escalation lifecycle.
• Serve as primary contact for escalated customer issues and provide regular updates to customers and stakeholders.
• Communicate status, impact, risk and resolution plans to customers and executives.
• Maintain detailed records of escalated issues and contribute to knowledge base articles.
• Identify trends and suggest product and process improvements to reduce recurring issues.
• Participate in post-incident reviews and define actions to prevent recurrence.
• Provide training and mentoring to support teams to strengthen escalation skills.

Skills

Escalation management

Technical support

Root cause analysis

Cross-functional collaboration

Effective communication

Education

Bachelor's degree in computer science, engineering, or related field

Job description

Bentley Systems is seeking a Senior Escalation Manager in Ireland to orchestrate critical technical escalations and coordinate cross-functional teams. You will own the escalation lifecycle, communicate with customers and executives, and drive timely resolutions while maintaining service quality.

The role emphasizes technical knowledge, ownership, and mentorship across the support organization, with a hybrid work setup in Ireland.