Technical Support Engineer

Join Bentley Systems’ Global Product Support organization as a Technical Support Engineer , delivering expert technical guidance across Bentley’s product portfolio. You will collaborate with global teams to diagnose, troubleshoot, and resolve complex issues in real‑world enterprise environments using industry‑leading engineering software.

Responsibilities

• Act as the main technical support contact for users, resolving issues across Bentley products via phone, email, and web support.
• Engage with users to obtain information, collect logs for investigation, and ask focused questions to identify issues. Collaborate quickly with global teams, developers, and cross-functional partners.
• Identify, troubleshoot, and escape advanced software and networking problems as necessary. Address and refer complex software and network‑related issues when appropriate.
• Keep precise records of user support cases and share relevant documentation with users.
• Utilise troubleshooting methods and tools to assess reported problems. Address users’ inquiries or difficulties regarding software configuration, setup, and product features.
• Escalate unresolved issues to relevant teams, such as developers and product managers. Assist the Product & Technology team in prioritising improvements and fixes.
• Record technical expertise through comprehensive notes and manuals, document solutions, and contribute to internal knowledge repositories as well as Bentley Communities.
• Participate in daily team stand‑ups, continuously improving processes and product understanding.
• Prioritise and manage support cases with timely updates, communication, and follow‑through.
• Reproduce issues in test environments, including simulation of network topologies and application configurations.
• Share expertise internally and participate in community‑driven support initiatives.
• Continuously upskill on product updates, enterprise networking concepts, and troubleshooting techniques.

Technical Qualifications

• Good to have experience administering engineering information or document management systems in enterprise environments.
• Support‑focused networking skills: diagnose and resolve common customer connectivity and configuration issues across Windows and enterprise networks. Comfortable validating protocols ( TLS/SSL), interpreting typical symptoms timeouts and certificate errors, gathering evidence and analyzing logs and ability to produce clear findings.
• Ability to interpret application, system, and network logs to identify root causes. Familiarity with cloud infrastructure concepts, including virtual machines, databases, and virtual networking. Ability to configure and troubleshoot connectivity between on‑prem and cloud environments (DNS, firewalls/security groups, proxies).
• Experience with Windows Server, client operating systems, and enterprise database platforms such as Microsoft SQL Server and Oracle.
• Familiarity with programming languages (e.g., .NET, C++) and reading/interpreting log files.
• Good to have knowledge of creating, navigating and managing iModels to synchronize CAD files, and organizing project data for collaborative digital design workflows.
• Intermediate to advanced knowledge of cloud technologies.

Professional Requirements

• 2+ years of technical support experience in SaaS, enterprise, or global environments.
• Bachelor’s degree in engineering, IT, Computer Science, or a related field.
• Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly.
• Strong troubleshooting mindset, user‑centric approach, and high emotional intelligence.
• Proven ability to prioritise workload, manage multiple cases, and collaborate effectively within global teams.

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.