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- Tasks: Lead technical support for Bentley's cloud solutions, ensuring seamless customer assistance and product readiness.
- Company: Join Bentley Systems, a global leader in infrastructure software, transforming project delivery and asset performance.
- Benefits: Enjoy remote work flexibility, competitive salary, and a commitment to inclusion and wellbeing.
- Why this job: Be part of a dynamic team driving innovation in cloud technology with real-world impact on infrastructure.
- Qualifications: Experience in Cloud/SaaS support, strong communication skills, and a user-first mindset are essential.
- Other info: Opportunity to collaborate with top engineers and contribute to sustainable infrastructure solutions.
The predicted salary is between 48000 - 84000 £ per year.
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Digital Twin/Cloud Global Technical Lead
Digital Twin/Cloud Global Technical Lead
Location: Anywhere in the US (Remote)
The Digital Twin/Cloud Global Technical Lead is responsible for ensuring that Global Technical Support remains fully prepared to assist customers with Bentley Infrastructure Cloud—an integrated suite of cloud-based solutions designed to connect individuals and data throughout the infrastructure lifecycle. This position plays a pivotal role in promoting effective collaboration between Technical Support and Product Teams, enabling technicians to deliver exceptional support while utilising support data to inform continuous improvements in both products and services.
Position Summary:
The Digital Twin/Cloud Global Technical Lead (GTL) is a senior-level role in Global Technical Support, tasked with ensuring the readiness of 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, the 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 Compute, Networking, Storage, Containers, Virtualization, and Troubleshooting. Familiarity with the BIC architecture and the BIC Portal is also highly beneficial. In this role, the 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, the 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.
- 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.
About Bentley Systems
Around the world, infrastructure professionals rely on software from Bentley Systems to help them design, build, and operate better and more resilient infrastructure for transportation, water, energy, cities, and more. Founded in 1984 by engineers for engineers, Bentley is the partner of choice for engineering firms and owner-operators worldwide, with software that spans engineering disciplines, industry sectors, and all phases of the infrastructure lifecycle. Through our digital twin solutions, we help infrastructure professionals unlock the value of their data to transform project delivery and asset performance.
Equal Opportunity Employer:
Bentley is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, sex, sexual orientation, gender identity, disability, pregnancy, protected veteran status, religion, national origin, age, genetic information or any other protected characteristic. This commitment extends to all aspects of employment, including, but not limited to, hiring, placement, promotion, compensation, and training. Know Your Rights as an applicant under the law.
As an Equal Opportunity Employer, Bentley is committed to providing reasonable accommodations to applicants with disabilities. We encourage you to request a reasonable accommodation if you are not able to fully use or access our online application system. You can make an accommodation request by calling 610-458-5000 or sending us an email at
2025 Copyright Bentley Systems, Incorporated
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Digital Twin/Cloud Global Technical Lead employer: BENTLEY SYSTEMS, INC.
Contact Detail:
BENTLEY SYSTEMS, INC. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Digital Twin/Cloud Global Technical Lead
✨Tip Number 1
Familiarise yourself with Bentley's Infrastructure Cloud and its architecture. Understanding the specific features and functionalities of the BIC service will help you engage in meaningful conversations during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of Bentley Systems, especially those in technical support or product management roles. They can provide valuable insights into the company culture and expectations, which can be beneficial for tailoring your approach.
✨Tip Number 3
Stay updated on the latest trends in Cloud Infrastructure and SaaS technologies. Being knowledgeable about current developments will not only enhance your understanding but also allow you to discuss relevant topics confidently during interviews.
✨Tip Number 4
Prepare to discuss your experience with agile methodologies and how you've contributed to sprint planning or product development in previous roles. This will showcase your ability to adapt to the fast-paced environment at Bentley and highlight your collaborative skills.
We think you need these skills to ace Digital Twin/Cloud Global Technical Lead
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and qualifications required for the Digital Twin/Cloud Global Technical Lead position. Tailor your application to highlight relevant experiences that align with the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in Cloud/SaaS Technical Support, particularly any mentoring or escalation management roles. Use specific examples to demonstrate your problem-solving skills and user-first approach.
Showcase Communication Skills: Given the importance of communication in this role, ensure your application reflects your excellent written and oral communication skills. Consider including examples of how you've effectively communicated complex information to users or stakeholders.
Tailor Your Cover Letter: Craft a compelling cover letter that not only outlines your qualifications but also expresses your enthusiasm for the role and the company. Mention your understanding of Bentley's mission and how you can contribute to their goals.
How to prepare for a job interview at BENTLEY SYSTEMS, INC.
✨Understand the Product and Its Users
Before your interview, make sure you have a solid understanding of Bentley Infrastructure Cloud and its user base. Familiarise yourself with the key features and functionalities, as well as the common challenges users face. This will help you demonstrate your user-first approach during the interview.
✨Showcase Your Agile Mindset
Since the role requires an agile mindset, be prepared to discuss your experience with agile methodologies, particularly in relation to SaaS products. Share examples of how you've adapted to rapid release schedules and collaborated effectively with cross-functional teams.
✨Prepare for Technical Questions
Given the technical nature of the position, brush up on your knowledge of cloud infrastructure, networking, and troubleshooting. Be ready to answer questions that assess your technical expertise and problem-solving skills, as well as your ability to mentor others.
✨Demonstrate Strong Communication Skills
Effective communication is crucial for this role. Practice articulating complex technical concepts clearly and concisely. Be prepared to discuss how you've successfully communicated with both technical and non-technical stakeholders in previous roles.
