Technical Support Engineer Job at Bentley Systems (Brisbane)

Job Description

Join Bentley Systems’ Global Product Support organization as a Technical Support Engineer, where you will work with world class engineering software used by infrastructure professionals around the world. In this role, you’ll provide expert technical guidance across Bentley’s product portfolio while collaborating with global teams to diagnose, troubleshoot, and resolve complex issues in real‑world enterprise environments. This position is ideal for engineers who enjoy solving deep technical problems, working closely with customers, and continuously growing their expertise in networking, infrastructure, and enterprise scale systems.

Job Responsibility

Troubleshoot and resolve technical issues across Bentley’s products through phone, email, and web‑based support channels
Work in a fast‑paced, highly collaborative global environment, partnering with users, developers, and cross‑functional teams
Analyze, isolate, and escalate complex software and networking issues when required
Diagnose connectivity, authentication, and performance issues across multi‑tier ProjectWise environments including client‑server communication, DNS, networking components, and environmental dependencies
Document solutions and contribute to internal knowledge resources and Bentley Communities
Participate in daily team stand‑ups, continuously improving processes and product understanding
Escalate unresolved issues to internal engineering teams with clear and structured problem analysis
Priorities and manage support cases with timely updates, communication, and follow‑through
Reproduce issues in lab 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

Requirements

4+ years of technical support experience, preferably in SaaS, global or enterprise environments
Bachelor’s degree in engineering, IT, Computer Science, or a related field
Experience supporting enterprise software platforms or document management systems
Excellent written and verbal communication skills, capable of simplifying complex topics
Strong troubleshooting mindset with a user centric approach and high emotional intelligence
Solid networking fundamentals: DNS, TCP/IP, firewalls, load balancing, authentication flows, client server connectivity, and general Windows networking
Ability to interpret logs, traces, and error messages to identify root cause across application, system, and network layers
Proven experience in log analysis, including troubleshooting using Wireshark and reviewing Fiddler logs
Experience with Microsoft SQL Server, Oracle, and Windows Server environments
Strong teamwork, documentation, and prioritisation skills
Experience supporting enterprise systems in complex, distributed, or segmented network environments
Familiarity with IIS, cloud based deployments, engineering/AEC software, or enterprise infrastructure tools
Hands on experience with ProjectWise infrastructure or similar large scale engineering systems

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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