Senior Technical Support Engineer Job at Bentley Systems

Job Description

This is not a ticket-queue role. This is the job you take if you like being the person pulled into the room when it’s on fire, because you can prove root cause and drive the team to resolution. We’re hiring a Senior Technical Support Engineer to act as a technical authority for our most complex, executive-visible customer escalations. You’ll be customer-facing on live escalation bridges and bring the calm, technical credibility that stabilizes situations fast. Important operating model: Our Escalation Managers own customer messaging and stakeholder communications. You partner with them by providing the technical truth, diagnosis, evidence, architecture, risk framing, and next-best actions, so what gets communicated is accurate and defensible. Bentley or Infrastructure software knowledge desired but not essential. If you learn fast, think clearly under pressure, and can troubleshoot modern cloud systems end-to-end, we want you.

Job Responsibility

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

Requirements

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
Exceptional communication skills with the ability to: Explain complex technical issues clearly to engineers, Support escalation leaders in executive‑level discussions, Adapt technical detail for different audiences, including C‑level stakeholders
Comfortable operating in a model where: Escalation Managers own messaging and stakeholder communication, You provide the technical authority and decision‑making foundation
Calm, credible presence during high‑pressure incidents

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Senior Technical Support Engineer

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