Cloud Global Technical Lead

Cloud Global Technical Lead

Location: Anywhere in the Canada (Remote)

Position Summary:

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, 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 Computer, Networking, Storage, Containers, Virtualization, and Troubleshooting. Familiarity with the BIC architecture and the BIC Portal is also highly beneficial. In this role, 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, 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.

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.

Qualifications:

• Experience in Cloud/SaaS Technical Support with a strong track record of mentoring, escalation management and prioritization – 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.

What We Offer:

• A great Team and culture – please see our colleague video.
• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this short documentary about how we got our start.
• An attractive salary and benefits package.
• A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups.
• 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.

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