Support Planner Manager, Senior

Position Summary The Senior Support Planning Manager is a key member of Global Technical Support (GTS), responsible for driving support readiness for new product releases and updates. This role serves as a critical connection between Development, Product Management, and Technical Support, ensuring support teams have the knowledge, training, tools, and resources needed to effectively support new capabilities. The Senior Support Planning Manager leads the end-to-end support readiness process, coordinating knowledge transfer, enablement, operational planning, and post-launch feedback. By identifying emerging support trends, prioritizing readiness needs, and strengthening feedback loops across teams, this role helps enable proactive issue resolution and delivers a consistent, high-quality support experience throughout the product lifecycle. Responsibilities - Lead and coordinate comprehensive support readiness planning for product releases, ensuring key milestones, deliverables, dependencies, and timelines are effectively managed. - Partner with Development, Product Management, and Technical Support teams to ensure timely delivery of training, documentation, technical knowledge, and other resources required for new releases. - Collaborate with Technical Leads and Support Managers to identify skill and knowledge gaps and coordinate effective training and onboarding for L1 and L2 support teams. - Oversee the development, delivery, and ongoing maintenance of support readiness materials, including playbooks, checklists, documentation, and training resources. - Monitor and communicate readiness status, risks, dependencies, and issues, escalating to leadership when appropriate. - Coordinate operational readiness activities, including readiness meetings, go-live support planning, stakeholder alignment, and launch support. - Monitor post-general availability (GA) support trends and establish effective feedback loops with Product Management and Development teams. - Partner with Product Management and Development to prioritize critical defects, product improvements, and supportability needs identified through customer and support trends. - Ensure support teams are prepared to manage early-adoption issues, complex cases, and critical escalations associated with new releases. - Identify opportunities to continuously improve support readiness processes, knowledge sharing, and cross-functional collaboration. - This is an individual contributor role. - This is a full-time role expected to work 40 hours per week. - This role requires communication with managers, peers, and other colleagues of the company in person and/or through Microsoft Teams chat, calling, and meeting functions. - This role requires approximately 10% travel per year. Qualifications - 5+ years of experience in Technical Support, Support Readiness, Technical Program Management, Product Support, or a related function, with demonstrated experience coordinating complex support or product-readiness initiatives. - Experience working closely with Technical Support, Development/Engineering, and Product Management teams throughout the product lifecycle. - Strong understanding of Product Management and software development practices, including experience working in Agile environments and participating in Scrum processes. - Demonstrated experience leading cross-functional projects or programs involving multiple stakeholders, dependencies, and competing priorities. - Strong project and program management skills, with the ability to manage multiple initiatives and deliver results within tight deadlines. - Demonstrated customer-first mindset with strong critical-thinking, analytical, and problem-solving skills. - Ability to identify potential risks, communicate urgency, and appropriately escalate issues to stakeholders and senior leadership. - Strong written and verbal communication skills, with the ability to translate complex technical information into clear, actionable plans. - Strong collaboration and stakeholder-management skills with a proactive, solutions-oriented approach. Preferred Qualifications - Experience supporting enterprise software products or complex technical solutions. - Experience with Bentley Systems products. - Experience with ServiceNow and Azure DevOps. - Experience using Power BI and Microsoft Excel for reporting, analysis, and tracking. - Proficiency with Microsoft PowerPoint and Word. 
This is a Hybrid role.
 What We Offer: - Step into a collaborative work environment where ideas flourish, and teamwork propels us forward towards shared success. - An attractive salary and benefits package. - Bentley Impact Day: take a day off from work to volunteer with an organization of your choice. - Celebrate milestone achievements and moments that matter through our colleague recognition award programs and our Bentley Achievers platform. - A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups. - Be part of 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. Who We Are: Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world’s infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Our offerings, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent’s software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations. Bentley Systems’ 5,200 colleagues generate annual revenues of more than $1 billion in 194 countries. Equal Opportunity Employer: Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.