Technical Support Engineer Job at Bentley Systems (Exton)

Technical Support Engineer

Bentley Systems

Location:
United States , Exton

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Join 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.

Job Responsibility:

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

Requirements:

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
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

Additional Information:

Job Posted:
February 20, 2026

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