Senior Technical Support Engineer

• Technical Leadership in Escalations (Customer-Facing): Act as a senior technical lead during high severity (P1 / Sev1) customer escalations
• Join and actively participate in live escalation bridges, providing: Technical diagnosis and direction
• Clear explanation of system behavior and failure modes
• Credible technical input to support customer and executive conversations
• Partner closely with Escalation Managers, who own: Customer and executive messaging
• Communication cadence
• Stakeholder alignment
• while you ensure the technical narrative is accurate, coherent, and defensible
• Help stabilize emotionally charged situations by bringing clarity, structure, and technical confidence to live discussions
• Deep Technical Diagnostics & Resolution (Prove root cause, no guessing, no vibes): Lead complex technical investigations across: Cloud hosted and hybrid application architectures
• Azure based infrastructure and services
• Integrated Bentley products and third-party and APIs
• Perform advanced diagnostics using: Observability platforms such as Grafana
• Application and platform logging
• Wireshark, Fiddler, HAR captures, and packet analysis
• Apply strong foundational knowledge of: Microsoft Windows (server and client environments)
• Networking (TCP/IP, DNS, HTTP/S, routing, proxies, VPNs, load balancing)
• Identity, authentication, and integration patterns
• Work directly with product, engineering, cloud, and technology teams to: Isolate root causes
• Validate hypotheses
• Align on remediation and long-term corrective actions
• Product & Technology Partnership: Act as a trusted technical partner to internal Product and Technology teams, bridging the gap between real-world customer impact and engineering context
• Improve escalation effectiveness by: Raising the technical quality of issues escalated to engineering
• Providing clear reproduction details, diagnostics, and impact analysis
• Identify product and architectural themes emerging from escalations and proactively feed insights back into: Product roadmap discussions
• Supportability and observability improvements
• Technical risk reviews
• Raise the bar across global support (Principal-Level Impact): Serve as a technical multiplier for Global Technical Support through: Mentoring senior engineers during live escalations and swarming
• Coaching structured troubleshooting and escalation thinking
• Create and maintain: Escalation and diagnostic playbooks
• Architecture aware troubleshooting guidance
• Technical reference material used by escalation and support leaders globally
• Reduce recurring escalations by driving systemic improvements rather than one‑off fixes

• 10+ years in senior technical support / escalation engineering / production support for enterprise software applications (SaaS, cloud-hosted, or hybrid strongly preferred).
• Proven record owning P1/P0 escalations and guiding issues through resolution with Engineering/Operations partners.
• Strong, practical expertise in: Azure cloud architecture concepts (identity, networking, compute, storage, monitoring)
• Microsoft Windows (server and client), troubleshooting, performance, and diagnostics
• Networking fundamentals and packet-level troubleshooting methods
• API/integration troubleshooting and familiarity with modern auth patterns (OAuth/SSO concepts)
• Demonstrated ability to interpret complex diagnostic data (e.g., packet captures, HAR files, deep logs) and drive clear hypotheses to closure.
• Exceptional communication: able to explain deeply technical findings to both engineers and customer stakeholders
• skilled at de-escalation under pressure.
• Required: at least one current, role-relevant cloud certification (or evidence you can achieve within 90 days).
• Strongly Preferred: Microsoft Certified: Azure Fundamentals (AZ-900)
• Microsoft Certified: Azure Administrator Associate (AZ-104)
• Networking certs such as CCNA/CCNP (or equivalent demonstrable networking depth)
• Security fundamentals (e.g., SC-900 or equivalent) are a plus

Bentley or Infrastructure software knowledge desired but not essential