Technical Support Engineer

Burlington, ON
Permanent
Full-time

7 days ago

Position SummaryJoin 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.Responsibilities

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. Address and refer complex software and network-related issues when appropriate.
Keep precise records of user support cases and share relevant documentation with users.
Utilise 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. Assist the Product & Technology team in prioritising improvements and fixes.
Record technical expertise through comprehensive notes and manuals, document solutions, and contribute to internal knowledge repositories as well as Bentley Communities.
Participate in daily team stand-ups, continuously improving processes and product understanding.
Prioritise and manage support cases with timely updates, communication, and follow-through.
Reproduce issues in test 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.

Technical Qualifications:

Good to have experience administering engineering information or document management systems in enterprise environments.
Solid 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 to identify root causes across multiple layers.
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.

Professional 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, with the ability to explain complex technical concepts clearly.
Strong troubleshooting mindset, user-centric approach, and high emotional intelligence.
Proven ability to prioritise workload, manage multiple cases, and collaborate effectively within global teams.

#LI-Remote #LI-NI1About Bentley SystemsAround 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.Equal Opportunity Employer:Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.

Bentley Systems

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