Principal 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
• Partner closely with Escalation Managers
• Help stabilize emotionally charged situations
• Deep Technical Diagnostics & Resolution: Lead complex technical investigations across cloud hosted and hybrid application architectures, Azure based infrastructure and services, and integrated Bentley products and third-party APIs
• Perform advanced diagnostics using observability platforms such as Grafana, application and platform logging, and Wireshark, Fiddler, HAR captures, and packet analysis
• Apply strong foundational knowledge of Microsoft Windows, networking, and identity, authentication, and integration patterns
• Work directly with product, engineering, cloud, and technology teams to isolate root causes and validate hypotheses
• Product & Technology Partnership: Act as a trusted technical partner to internal Product and Technology teams
• Improve escalation effectiveness by raising the technical quality of issues escalated to engineering
• Identify product and architectural themes from escalations and proactively feed insights back into product roadmap discussions
• Raise the bar across global support: Serve as a technical multiplier for Global Technical Support through mentoring senior engineers during live escalations
• Create and maintain escalation and diagnostic playbooks, architecture aware troubleshooting guidance, and technical reference material
• Reduce recurring escalations by driving systemic improvements

• 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

Security fundamentals (e.g., SC-900 or equivalent) are a plus