Senior Technical Support Engineer

Principal Technical Support Engineer

Location-   Hybrid, Pune

Position Summary
- We're hiring a  Principal Technical Support Engineer  to act as a  global technical authority  on our most complex escalations. You'll be  customer-facing on escalation bridges , bring calm technical leadership under pressure, and drive investigations to root cause across cloud-hosted systems, networking, and integrations.

Responsibilities:
Important operating model: our Escalation Managers own customer messaging and stakeholder communications. You partner with them by providing the technical truth-diagnosis, architecture, evidence, options, and next-best actions-so what gets communicated is accurate and defensible.
No Bentley experience required. If you learn fast, reason clearly, and can prove root cause end-to-end in modern cloud environments, we want you.
Be the technical backbone of critical escalations (customer-facing)
Join  Sev-1 / P1 bridges  and drive technical direction: triage → containment → hypothesis → evidence → root cause → corrective action.
Provide crisp, executive-ready technical explanations that work for both  deep technical teams  and  C-level stakeholders .
Partner tightly with Escalation Managers-who run messaging-by supplying  accurate technical narrative, risk framing, and next-step options .
Prove root cause (no vibes, no guessing)
Troubleshoot cloud-hosted, hybrid, and distributed systems using logs/metrics/traces and rigorous diagnostics.
Use  packet capture/packet analysis  and traffic-path thinking to isolate latency, packet loss, and connectivity failures when needed.
Diagnose integrations and API flows (auth, timeouts, retries, gateways, third-party dependencies), and translate findings into actions Engineering can ship.
Work with diagnostic artifacts like  HAR files , logs, and dumps to confirm failure modes and validate fixes.
Be the technical bridge to Product & Technology teams
Collaborate directly with  Product Engineering and Cloud/Technology teams  on escalated issues, ensuring fast alignment and durable remediation
Improve the quality of escalations by providing strong reproduction detail, impact analysis, and evidence-based hypotheses.
Identify recurring themes and push systemic improvements (supportability, instrumentation, safer defaults, clearer runbooks).
Raise the bar across global support
Act as a multiplier: mentor engineers through swarming and coaching, and help build consistent diagnostic excellence across regions.
Create and maintain high-value knowledge assets (playbooks, runbooks, troubleshooting guides) that materially reduce time-to-diagnosis.
Technical Skills
- Observability & Logs:
Grafana (dashboards), log aggregation, tracing/APM concepts
Network & HTTP inspection:
Wireshark ,  Fiddler , browser Dev Tools, HAR capture
Cloud:
Azure portal/CLI, monitoring/identity/networking concepts
OS & automation:
Windows diagnostics, Power Shell (and comfort reading scripts/code)
Incident operations:
live bridges, action tracking, severity handling, structured updates

Qualifications:

10+ years    in senior technical support / escalation engineering / production support for  enterprise software applications  (SaaS, cloud-hosted, or hybrid preferred).
Proven experience operating in  high-severity escalations  with customer-facing exposure on live bridges.
Strong hands-on capability across:
Cloud architecture   , with  Microsoft Azure  as the primary target environment
Microsoft Windows    (server + client) troubleshooting
Networking fundamentals    (TCP/IP, DNS, HTTP/S, proxies, VPNs, routing, load balancing) and ability to go packet-level when required
API/integration troubleshooting    across third-party systems and services
Excellent communication: you can explain complex issues clearly to engineers and support escalation leaders in executive-facing conversations.
You must have  at least one current cloud certification , with strong preference for Azure:
Microsoft Certified:
Azure Administrator Associate (AZ‑104)
Microsoft Certified:
Azure Solutions Architect Expert (AZ‑305)
Equivalent senior AWS/GCP certification may be considered  with commitment to obtain Azure certification within an agreed timeframe .
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