Escalation Manager

Overview

Technical leader resolving complex escalations for Bentley's software in EMEA.

Key Responsibilities

• issue resolution
• escalation management
• root cause
• cross‑functional coordination
• knowledge base
• customer contact

Tasks

-Provide mentorship and guidance to support team members on best practices for issue resolution and de-escalation. -Act as the primary point of contact for escalated cases, ensuring clear and consistent communication with customers and internal stakeholders. -Partner with senior leadership to communicate progress, risks, and strategic priorities related to ongoing escalations. -Analyze recurring issues to identify patterns and recommend improvements to products, tools, and processes. -Coordinate cross-functional collaboration across support, development, QA, and product management to drive timely, sustainable solutions. -Document troubleshooting steps, resolutions, and insights to enhance the team’s collective knowledge base. -Travel occasionally (up to 10%) within EMEA for customer meetings or workshops. -Participate in post-incident reviews to capture lessons learned and implement preventive measures. -Lead the diagnosis and resolution of complex, high-impact software issues reported by customers.

Requirements

• communication
• 7+ years
• computer science
• bentley
• cloud
• customer focus

What You Bring

-Exceptional written and verbal communication skills, with the ability to translate technical complexity into clear updates for both technical and non-technical audiences. -Minimum of 7 years of experience in technical support, software development, or escalation management, ideally within complex enterprise software environments. -Strong analytical and diagnostic skills, with demonstrated ability to perform root cause analysis and drive issues to resolution under pressure. -Bachelor’s degree in Computer Science, Engineering, or a related field—or equivalent experience through relevant years of training and practice. -Familiarity with Bentley products is an advantage but not required. -Experience collaborating in geographically distributed teams and fostering cross-functional alignment. -Broad understanding of software systems, including databases, cloud services, and network protocols. -Proven customer focus and professionalism in managing high-stakes escalations while maintaining composure and clarity.

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Benefits

-An attractive salary and benefits package.

About Bentley Systems

-Their tools empower engineers, architects, and builders to design, construct, and maintain critical infrastructure worldwide. -Specialized in industries like water, transportation, energy, and utilities, they offer solutions that span the entire lifecycle of infrastructure projects. -Bentley’s technology powers projects ranging from bridges and tunnels to railways, roads, and water treatment facilities. -Notably, Bentley’s acquisition of numerous firms has expanded their capabilities in digital engineering, cloud computing, and AI-powered design. -The company’s software is used by both private enterprises and public entities to manage complex, large-scale infrastructure initiatives. -Their flagship product, MicroStation, has become a go-to for 2D and 3D computer-aided design (CAD) modeling. -Bentley’s growth and success are driven by its commitment to innovation, sustainability, and customer satisfaction, positioning them as a leader in the infrastructure sector.

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