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Bentley Systems Logo Bentley Systems · IT - Administration

Senior Technical Support Engineer

India, Pune · Job Posted June 09, 2026
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Job Description

We’re hiring a Principal Technical Support Engineer to act as a global technical authority on our most complex escalations. You’ll be customer-facing on escalation bridges, bring calm technical leadership under pressure, and drive investigations to root cause across cloud-hosted systems, networking, and integrations.

Job Responsibility

  • Be the technical backbone of critical escalations (customer-facing)
  • Join Sev-1 / P1 bridges and drive technical direction: triage → containment → hypothesis → evidence → root cause → corrective action.
  • Provide crisp, executive-ready technical explanations that work for both deep technical teams and C-level stakeholders.
  • Partner tightly with Escalation Managers—who run messaging—by supplying accurate technical narrative, risk framing, and next-step options.
  • Prove root cause (no vibes, no guessing)
  • Troubleshoot cloud-hosted, hybrid, and distributed systems using logs/metrics/traces and rigorous diagnostics.
  • Use packet capture/packet analysis and traffic-path thinking to isolate latency, packet loss, and connectivity failures when needed.
  • Diagnose integrations and API flows (auth, timeouts, retries, gateways, third-party dependencies), and translate findings into actions Engineering can ship.
  • Work with diagnostic artifacts like HAR files, logs, and dumps to confirm failure modes and validate fixes.
  • Be the technical bridge to Product & Technology teams
  • Collaborate directly with Product Engineering and Cloud/Technology teams on escalated issues, ensuring fast alignment and durable remediation
  • Improve the quality of escalations by providing strong reproduction detail, impact analysis, and evidence-based hypotheses.
  • Identify recurring themes and push systemic improvements (supportability, instrumentation, safer defaults, clearer runbooks).
  • Raise the bar across global support
  • Act as a multiplier: mentor engineers through swarming and coaching, and help build consistent diagnostic excellence across regions.
  • Create and maintain high-value knowledge assets (playbooks, runbooks, troubleshooting guides) that materially reduce time-to-diagnosis.

Requirements

  • 10+ years in senior technical support / escalation engineering / production support for enterprise software applications (SaaS, cloud-hosted, or hybrid preferred).
  • Proven experience operating in high-severity escalations with customer-facing exposure on live bridges.
  • Strong hands-on capability across: Cloud architecture, with Microsoft Azure as the primary target environment
  • Microsoft Windows (server + client) troubleshooting
  • Networking fundamentals (TCP/IP, DNS, HTTP/S, proxies, VPNs, routing, load balancing) and ability to go packet-level when required
  • API/integration troubleshooting across third-party systems and services
  • Excellent communication: you can explain complex issues clearly to engineers and support escalation leaders in executive-facing conversations.
  • You must have at least one current cloud certification, with strong preference for Azure: Microsoft Certified: Azure Administrator Associate (AZ‑104)
  • Microsoft Certified: Azure Solutions Architect Expert (AZ‑305)
  • Equivalent senior AWS/GCP certification may be considered with commitment to obtain Azure certification within an agreed timeframe.

Nice to have

  • Evidence of packet-level troubleshooting: packet capture/analysis, traffic path analysis, performance debugging.
  • Experience building diagnostic tooling, dashboards, or improving alerting/SLO-driven supportability.
  • Support architecture experience translating business needs into technical solutions and operational reliability improvements.
  • Strong practice of knowledge creation and operational efficiency improvements through documentation.

What we offer

  • A great Team and culture
  • An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction
  • 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.
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