Technical Support Engineer Job at Bentley Systems (Burlington)

Technical Support Engineer

Bentley Systems

Location:
Canada , Burlington

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Join Bentley Systems’ Global Product Support organization as a Technical Support Engineer, delivering expert technical guidance across Bentley’s product portfolio. You will collaborate with global teams to diagnose, troubleshoot, and resolve complex issues in real‑world enterprise environments using industry‑leading engineering software. This role is ideal for engineers passionate about solving complex technical challenges, working directly with customers, and continuously developing expertise in networking, infrastructure, and enterprise‑scale systems.

Job Responsibility:

Act as the main technical support contact for users, resolving issues across Bentley products via phone, email, and web support
Engage with users to obtain information, collect logs for investigation, and ask focused questions to identify issues
Collaborate quickly with global teams, developers, and cross-functional partners
Identify, troubleshoot, and escalate advanced software and networking problems as necessary
Keep precise records of user support cases and share relevant documentation with users
Utilize troubleshooting methods and tools to assess reported problems
Address users’ inquiries or difficulties regarding software configuration, setup, and product features
Escalate unresolved issues to relevant teams, such as developers and product managers
Record technical expertise through comprehensive notes and manuals
Participate in daily team stand-ups
Prioritize and manage support cases with timely updates
Reproduce issues in test environments
Share expertise internally
Continuously upskill on product updates and troubleshooting techniques

Requirements:

2+ years of technical support experience in SaaS, enterprise, or global environments
Bachelor's degree in engineering, IT, Computer Science, or a related field
Excellent written and verbal communication skills
Strong troubleshooting mindset
user-centric approach
high emotional intelligence
Proven ability to prioritize workload, manage multiple cases, and collaborate effectively within global teams

Nice to have:

Experience administering engineering information or document management systems in enterprise environments
Understanding of enterprise networking concepts including DNS, TCP/IP, FQDN, firewalls, proxies, load balancing, clustering, and client-server connectivity
Ability to interpret application, system, and network logs
Experience with Windows Server, client operating systems, and enterprise database platforms such as Microsoft SQL Server and Oracle
Familiarity with programming languages (e.g., .NET, C++) and reading/interpreting log files
Intermediate to advanced knowledge of cloud technologies