As a De-Escalation Architect, you will be a key technical leader in resolving complex customer challenges across EMEA, ensuring stability, satisfaction, and trust in Bentley’s software solutions. Acting as a bridge between customers, product teams, and senior leadership, you will manage and resolve critical technical escalations, identify root causes, and drive sustainable resolutions that enhance both product performance and customer experience. This role offers deep exposure across Bentley’s product portfolio, opportunities for rapid technical growth, and the chance to make a visible impact in a collaborative, high-trust environment.
Responsibilities
* Lead the diagnosis and resolution of complex, high-impact software issues reported by customers.
* Coordinate cross-functional collaboration across support, development, QA, and product management to drive timely, sustainable solutions.
* Act as the primary point of contact for escalated cases, ensuring clear and consistent communication with customers and internal stakeholders.
* Analyze recurring issues to identify patterns and recommend improvements to products, tools, and processes.
* Document troubleshooting steps, resolutions, and insights to enhance the team’s collective knowledge base.
* Participate in post-incident reviews to capture lessons learned and implement preventive measures.
* Provide mentorship and guidance to support team members on best practices for issue resolution and de-escalation.
* Partner with senior leadership to communicate progress, risks, and strategic priorities related to ongoing escalations.
* Travel occasionally (up to 10%) within EMEA for customer meetings or workshops.
Qualifications
* Bachelor’s degree in Computer Science, Engineering, or a related field—or equivalent experience through relevant years of training and practice.
* Minimum of 7 years of experience in technical support, software development, or escalation management, ideally within complex enterprise software environments.
* Strong analytical and diagnostic skills, with demonstrated ability to perform root cause analysis and drive issues to resolution under pressure.
* Broad understanding of software systems, including databases, cloud services, and network protocols.
* Exceptional written and verbal communication skills, with the ability to translate technical complexity into clear updates for both technical and non-technical audiences.
* Proven customer focus and professionalism in managing high-stakes escalations while maintaining composure and clarity.
* Experience collaborating in geographically distributed teams and fostering cross-functional alignment.
* Familiarity with Bentley products is an advantage but not required.
* 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.
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