Cloud Global Technical Lead

Cloud Global Technical Lead

 

Location: Anywhere in the US (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, 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.

 

Primary readiness 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.

 

What You Bring to The Team:

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