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 DevTools, HAR capture
* Cloud: Azure portal/CLI, monitoring/identity/networking concepts 
* OS & automation: Windows diagnostics, PowerShell (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 3
[https://www.google.com/about/careers/applications/jobs/results/95828856337769158-technical-solutions-engineer-networking-english] 
* API/integration troubleshooting across third-party systems and services 4
[https://www.dice.com/job-detail/74b8305a-adfa-48d9-9f7f-f2a5a907154f] 
* 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.

Nice-to-Have

* Evidence of packet-level troubleshooting: packet capture/analysis, traffic
path analysis, performance debugging.
* Experience building diagnostic tooling, dashboards, or improving
alerting/SLO-driven supportability.
* Support architecture experience translating business needs into technical
solutions and operational reliability improvements.
* Strong practice of knowledge creation and operational efficiency improvements
through documentation. 
* What Success Looks Like
* You’ve become a trusted technical anchor on major escalations: faster
stabilization, clearer technical direction, better outcomes.
* Escalation Managers can message confidently because the technical narrative
is evidence-based and coherent.
* Engineering engagement improves because your escalations are reproducible,
well-instrumented, and action-oriented.
* You’ve shipped 3–5 high-value playbooks (e.g., proxy/SSO, latency triage, API
auth failures, Azure networking patterns).

Working Model / On‑Call

This role supports global customers. Participation in an escalation/on-call
rotation may be required based on region and coverage needs.

 What We Offer:

* A great Team and culture – please see our colleague video
[https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Fyoutu.be%2FepJImnDsbYE%3Fsi%3D97TiFn5Ie5kof-5H&data=05%7C02%7CLisa.Kenna%40bentley.com%7Cce668309ee714b75eddb08ddc2df4e78%7C067e9632ea4c4ed99e6de294956e284b%7C0%7C0%7C638880986549719975%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=txMEzkkkY0lCyM8sWHJDTYwyhdr8Fi8bapq766LxGno%3D&reserved=0]. 
* An exciting career as an integral part of a world-leading software company
providing solutions for architecture, engineering, and construction - watch
this short documentary
[https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Fyoutu.be%2FdD7B6QLImZc%3Fsi%3D0F8l4rVgGv4G5MFq&data=05%7C02%7CLisa.Kenna%40bentley.com%7Cce668309ee714b75eddb08ddc2df4e78%7C067e9632ea4c4ed99e6de294956e284b%7C0%7C0%7C638880986549735577%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=WmEsuAvzYOieqC0ELJQyt2a4%2FzJPuWbFwAyn44QSXig%3D&reserved=0] about
how we got our start. 
* An attractive salary and benefits package. 
* A commitment to inclusion, belonging and colleague wellbeing through global
initiatives and resource groups. 
* A company committed to making a real difference by advancing the world’s
infrastructure for better quality of life, where your contributions help
build a more sustainable, connected, and resilient world. Discover our latest
user success stories
[https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Fblog.bentley.com%2Fsoftware%2F&data=05%7C02%7CLisa.Kenna%40bentley.com%7Cce668309ee714b75eddb08ddc2df4e78%7C067e9632ea4c4ed99e6de294956e284b%7C0%7C0%7C638880986549751417%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=sEuws3bgW9mxlet922dSBqC4HeelJNJNZwkaDblFVmI%3D&reserved=0] for
an insight into our global impact. 

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. www.bentley.com
[https://nam12.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.bentley.com%2F&data=05%7C02%7CVarna.Goswami%40bentley.com%7C383652716b5348e2df3808ddb23a4713%7C067e9632ea4c4ed99e6de294956e284b%7C0%7C0%7C638862685552931307%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=k%2FUGV4B%2Fo1FPPKaZv4NATg5fPkZxVlSL%2F5%2FX0wC23tg%3D&reserved=0] 

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.