Senior Escalation Manager

Position Summary

Bentley Systems is seeking a Senior Escalation Manager to manage and resolve critical technical customer issues. This role is responsible for coordinating complex issue resolution, maintaining clear communication with customers and executives, and helping protect the integrity of Bentley software solutions. The successful candidate brings strong technical knowledge, a high sense of ownership, excellent communication skills, and the ability to lead cross-functional teams through high-impact customer escalations.

Responsibilities

Issue Resolution Governance

• Leverage technical resources to analyze and resolve complex technical issues reported by customers.

• Coordinate with Development, Quality Assurance, Support, and other cross-functional teams to identify root causes and implement solutions.

• Provide clear ownership and governance throughout the escalation lifecycle.

Customer Communication

• Serve as the primary point of contact for escalated customer issues.

• Provide regular updates to customers and keep stakeholders informed throughout the resolution process.

• Communicate effectively with customer and Bentley executives regarding issue status, impact, risks, and resolution plans.

Documentation

• Maintain detailed records of escalated issues, including investigation findings, decisions, actions, and resolution steps.

• Contribute to the creation and maintenance of technical documentation and knowledge base articles.

Process Improvement

• Identify trends and patterns across escalated issues and recommend improvements to products, support processes, and customer experience.

• Participate in post-incident reviews and help define actions that reduce the likelihood of similar issues recurring.

Training and Mentoring

• Provide training and mentorship to support team members to strengthen technical skills and issue resolution capabilities.

• Conduct workshops and training sessions on escalation management and issue resolution best practices.

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.

Preferred Qualifications

• Experience with agile methodologies and tools.
• Familiarity with ITIL or other service management frameworks.
• Certifications in relevant technologies or support methodologies.
• This is a Hybrid role.

What We Offer

- Step into a collaborative work environment where ideas flourish, and teamwork propels us forward towards shared success.

- An attractive salary and benefits package.

- Bentley Impact Day: take a day off from work to volunteer with an organization of your choice.

- Celebrate milestone achievements and moments that matter through our colleague recognition award programs and our Bentley Achievers platform.

- A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups.

- Be part of a company committed to making a real difference by advancing the world’s infrastructure for better quality of life, where your contributions help build a more sustainable, connected, and resilient world. Discover our latest user success stories for an insight into our global impact.

Who We Are

Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world’s infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Our offerings, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent’s software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations. Bentley Systems’ 5,200 colleagues generate annual revenues of more than $1 billion in 194 countries.

Equal Opportunity Employer

Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.