Senior Technical Support Engineer

Senior Technical Support Engineer

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.

Responsibilities:

• Technical Leadership in Escalations (Customer-Facing)
• Deep Technical Diagnostics & Resolution (Prove root cause, no guessing, no vibes)
• Product & Technology Partnership
• Raise the bar across global support (Principal-Level Impact)

Required Qualifications (Must-Have):

• 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.

Certifications (Required / Strongly Preferred)

• 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

Communication & Collaboration Skills

• 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.

About Bentley Systems

Around the world, infrastructure professionals rely on software from Bentley Systems to help them design, build, and operate better and more resilient infrastructure for transportation, water, energy, cities, and more. Founded in 1984 by engineers for engineers, Bentley is the partner of choice for engineering firms and owner-operators worldwide, with software that spans engineering disciplines, industry sectors, and all phases of the infrastructure lifecycle. Through our digital twin solutions, we help infrastructure professionals unlock the value of their data to transform project delivery and asset performance.