Location: Ireland (Hybrid or Home:based) Position Summary: We are seeking a dynamic and strategic Senior Director of Global Technical Support to join our worldwide technical support organisation. This role is responsible for executing a global support strategy that enhances customer satisfaction, optimizes support efficiency, and aligns with the company's business objectives. The ideal candidate will have a strong demonstrable background in technical support leadership, a passion for customer success, and the ability to scale support operations to meet the needs of a growing global customer base with a particular focus on a best:in:class cloud support and differentiated support offerings. Key Responsibilities: Strategic Leadership and Operations: :Develop and implement enhanced global technical support strategies that ensure a high:quality customer experience. :Lead and manage a distributed team of support professionals across multiple regions and time zones. :Define and track key performance indicators (KPIs) such as response times, resolution rates, CES (CSAT), and NPS to continuously improve service levels. :Drive support automation, AI:driven solutions, and self:service initiatives to enhance scalability and efficiency. :Collaborate cross:functionally with Product and Technology, Engineering, Account, and User Success to provide a seamless support experience. Customer Experience and Advocacy: :Champion customer needs and pain points, ensuring insights from support interactions inform product development and service improvements. :Foster a customer:first culture, ensuring that technical support is proactive, empathetic, and solutions:driven. :Establish and maintain a trusted collaboration with escalation management to ensure critical issues are resolved promptly and effectively. Team Development and Leadership: :Build, mentor, and lead a high:performing global support team, fostering a culture of growth, accountability, and innovation. :Develop training programs to ensure the team has the technical expertise and soft skills necessary for exceptional support delivery. :Ensure appropriate staffing, workforce planning, and career development opportunities to support the team's success. Technology and Process Optimization: :Drive the implementation of AI, chatbots, knowledge bases, and ticketing systems (CRM) to improve efficiency. :Identify and implement best practices in technical support, ensuring consistent processes across regions. :Lead initiatives to improve first:contact resolution (FCR) and reduce support backlog while influencing areas like support readiness and engineering remediation of reported issues. Qualifications and Experience: :15+ years of experience in technical support or customer support leadership roles, with at least 10 years in a senior leadership capacity. :Proven experience leading global support teams in a B2B technology, SaaS, or enterprise software environment. :Strong understanding of ITIL, support operations, AI:driven support, and customer service best practices. :Experience with CRM, ticketing systems (e.g., Service Now, Salesforce Service Cloud, etc), and automation tools. :Exceptional leadership, communication, and stakeholder management skills. :Demonstrated ability to work cross:functionally and drive continuous improvement initiatives. :Bachelor's degree in a relevant field; MSc, MBA, or equivalent experience preferred. What We Offer: :A great Team and culture : please see our Recruitment Video. :An exciting career as an integral part of a world:leading software company providing solutions for architecture, engineering, and construction. :Competitive Salary and benefits. :The opportunity to work within a global and diversely international team. :A supportive and collaborative environment. :Colleague Recognition Awards. About Bentley Systems: Bentley Systems (Nasdaq: BSY) is the infrastructure engineering sof