Global Technical Support Manager (Azure)

TL;DR

Global Technical Support Manager (Azure): Leading a team of Technical Support Engineers to ensure exceptional service delivery for enterprise infrastructure engineering software with an accent on operational efficiency and escalation prevention. Focus on mentoring engineers through career progression, managing case backlogs, and optimizing resource allocation across regions.

Location: Remote, Canada

Company

hirify.global is a world-leading software company providing digital twin solutions and software for architecture, engineering, and construction professionals.

What you will do

• Oversee daily operations of a globally distributed Technical Support team to ensure SLA adherence and a user-first experience.
• Manage case backlogs and optimize resource allocation based on case complexity and regional demands.
• Coordinate active customer escalations and ensure rigorous technical documentation and timely user updates.
• Mentor and coach Technical Support Engineers through structured career progression tracks.
• Partner with Product & Technology teams to ensure support readiness for new product releases.
• Drive knowledge creation initiatives for Knowledge Bases and Bentley Communities to promote self-service.

Requirements

• Must be based in Canada.
• 5+ years of experience in enterprise technical support or IT operations.
• 2+ years in a direct team management role.
• Bachelor’s degree in Engineering, Computer Science, IT, or a related field.
• Proven experience in quality assurance and preventing escalations in high-pressure situations.
• Familiarity with cloud infrastructure, with Azure experience or AZ-104 certifications being highly advantageous.

Culture & Benefits

• Collaborative team environment and professional culture.
• Attractive salary and comprehensive benefits package.
• Commitment to inclusion, belonging, and colleague wellbeing via global initiatives.
• Opportunity to contribute to sustainable and resilient global infrastructure projects.