Senior Technical Support Engineer

Senior Technical Support Engineer

Location:

Hybrid or home-based in the US

Bentley Systems is seeking a talented individual to become a valued member of our Support team. A Senior Support Engineer with high expertise and significant autonomy and responsibility. This role is expected to complete a wide range of tasks and has advanced knowledge in different Product areas.

Anticipates technical challenges and has a deep understanding of the product(s) in their domain. Persistently debugs the most complex issues by finding the root cause or a viable workaround.

Provides oversight, coaching, and guidance to colleagues in the team and acts as a key liaison between Global Technical Support and Product & Technology.

In addition to core responsibilities, this role will actively contribute to readiness for new features and services within Bentley Infrastructure Cloud and ensure seamless integration across the Project Wise ecosystem, including:

• Integration of Project Wise with Auto Desk Products
• Integration with Bentley verticals such as Micro Station and Open Products
• Project Wise Web and iTwin Connectors

This position is designed for individuals who can influence technical strategy, bridge knowledge gaps between development and support, and provide insights that shape defect prioritization and product readiness.

• Dedicated to our users and committed to ensuring our products support their success.
• Provide advanced troubleshooting and technical assistance for Project Wise functionality/features, including integrations mentioned above.
• Independently scope, design, and deliver solutions for large, complex technical issues.
• Interact with users to gather detailed information, collect logs for investigations, and ask targeted questions to narrow down the root cause.
• Maintain accurate notes and details on user support cases and provide documentation to users.
• Serve as a point of escalation for complex technical challenges.
• Properly escalate issues that require developers to engage appropriate internal teams.
• Share updates on specific issues that could affect multiple users and accounts.
• Document software problem defects for review and take corrective actions.
• Document advanced technical knowledge and gather insights to provide continuous training to the general support organization.
• Act as the go‑to person in Technical Support for their area of expertise.
• Influence prioritization of defect fixes with Developers based on user impact and commercial agreement.
• Participate in planning sessions to stay informed on upcoming features and services.
• Support readiness initiatives for new releases across BIC and Project Wise integrations.
• Provide trend analysis and strategic insights to guide prioritization of fixes and enhancements.
• Collaborate closely with Product Management and Development teams to ensure smooth rollouts and effective knowledge transfer.

• Deep knowledge of Project Wise suite of Products, including Web, Desktop, and Server.
• Advanced experience in the Administration of Engineering Information/Document Management systems.
• Familiarity with programming languages (e.g., .NET and C++) and experience in reading and interpreting log files.
• Strong understanding of Project Wise integration with Auto Desk, Bentley verticals (Micro Station, Open Products), PW Web, and iTwin Connectors.
• Intermediate to Advanced knowledge of relational databases:
  Microsoft SQL Server or Oracle.
• Intermediate knowledge of IIS (Internet Information Services).
• Intermediate to Advanced knowledge of Networking (DNS, TCP/IP, FQDN, cluster environments).
• Intermediate to Advanced knowledge of Cloud Technologies, Grafana, Kubernetes, and related tools.
• Advanced knowledge of Windows Operating System (Server and client) concerning administration and debugging.

• Bachelor's degree in information technology or relevant technical discipline.
• A "user first" approach and strong critical thinking with excellent troubleshooting skills.
• Internal and External Communication handled with patience, friendliness, and clarity.
• Emotional intelligence when talking with users and ability to document…