About the role

This is **not** a ticket-queue role. This is the job you take if you *like* being the person pulled into the room when it’s on fire, because you can prove root cause and drive the team to resolution.

We’re hiring a Senior Technical Support Engineer to act as a technical authority for our most complex, executive-visible customer escalations. You’ll be customer-facing on live escalation bridges and bring the calm, technical credibility that stabilizes situations fast.

Important operating model: Our Escalation Managers own customer messaging and stakeholder communications. You partner with them by providing the technical truth, diagnosis, evidence, architecture, risk framing, and next-best actions, so what gets communicated is accurate and defensible.

Bentley or Infrastructure software knowledge desired but not essential. If you learn fast, think clearly under pressure, and can troubleshoot modern cloud systems end-to-end, we want you.

Responsibilities:

1. Technical Leadership in Escalations (Customer-Facing)

• Act as a senior technical lead during high severity (P1 / Sev1) customer escalations.
• Join and actively participate in live escalation bridges, providing:
• • Technical diagnosis and direction
  • Clear explanation of system behavior and failure modes
  • Credible technical input to support customer and executive conversations
• Partner closely with Escalation Managers, who own:
• • Customer and executive messaging
  • Communication cadence
  • Stakeholder alignment
    while you ensure the technical narrative is accurate, coherent, and defensible.
• Help stabilize emotionally charged situations by bringing clarity, structure, and technical confidence to live discussions.

2. Deep Technical Diagnostics & Resolution (Prove root cause, no guessing, no vibes)

• Lead complex technical investigations across:
• • Cloud hosted and hybrid application architectures
  • Azure based infrastructure and services
  • Integrated Bentley products and third-party and APIs
• Perform advanced diagnostics using:
• • Observability platforms such as Grafana
  • Application and platform logging
  • Wireshark, Fiddler, HAR captures, and packet analysis
• Apply strong foundational knowledge of:
• • Microsoft Windows (server and client environments)
  • Networking (TCP/IP, DNS, HTTP/S, routing, proxies, VPNs, load balancing)
  • Identity, authentication, and integration patterns
• Work directly with product, engineering, cloud, and technology teams to:
• • Isolate root causes
  • Validate hypotheses
  • Align on remediation and long-term corrective actions

3. Product & Technology Partnership

• Act as a trusted technical partner to internal Product and Technology teams, bridging the gap between real-world customer impact and engineering context.
• Improve escalation effectiveness by:
• • Raising the technical quality of issues escalated to engineering
  • Providing clear reproduction details, diagnostics, and impact analysis
• Identify product and architectural themes emerging from escalations and proactively feed insights back into:
• • Product roadmap discussions
  • Supportability and observability improvements
  • Technical risk reviews

4. Raise the bar across global support (Principal-Level Impact)

• Serve as a technical multiplier for Global Technical Support through:
• • Mentoring senior engineers during live escalations and swarming
  • Coaching structured troubleshooting and escalation thinking
• Create and maintain:
• • Escalation and diagnostic playbooks
  • Architecture aware troubleshooting guidance
  • Technical reference material used by escalation and support leaders globally
• Reduce recurring escalations by driving systemic improvements rather than one‑off fixes.

Required Qualifications (Must-Have):

• 10+ years in senior technical support / escalation engineering / production support for enterprise software applications (SaaS, cloud-hosted, or hybrid strongly preferred).
• Proven record owning P1/P0 escalations and guiding issues through resolution with Engineering/Operations partners.
• Strong, practical expertise in:
• • Azure cloud architecture concepts (identity, networking, compute, storage, monitoring)
  • Microsoft Windows (server and client), troubleshooting, performance, and diagnostics
  • Networking fundamentals and packet-level troubleshooting methods
  • API/integration troubleshooting and familiarity with modern auth patterns (OAuth/SSO concepts)
• Demonstrated ability to interpret complex diagnostic data (e.g., packet captures, HAR files, deep logs) and drive clear hypotheses to closure.
• Exceptional communication: able to explain deeply technical findings to both engineers and customer stakeholders; skilled at de-escalation under pressure.

Certifications (Required / Strongly Preferred)

Required: at least one current, role-relevant cloud certification (or evidence you can achieve within 90 days).
Strongly Preferred:

• Microsoft Certified: Azure Fundamentals (AZ-900)
• Microsoft Certified: Azure Administrator Associate (AZ-104)
• Networking certs such as CCNA/CCNP (or equivalent demonstrable networking depth)
• Security fundamentals (e.g., SC-900 or equivalent) are a plus

Communication & Collaboration Skills

• Exceptional communication skills with the ability to:
• • Explain complex technical issues clearly to engineers
  • Support escalation leaders in executive‑level discussions
  • Adapt technical detail for different audiences, including C‑level stakeholders
• Comfortable operating in a model where:
• • Escalation Managers own messaging and stakeholder communication
  • You provide the technical authority and decision‑making foundation
• Calm, credible presence during high‑pressure incidents.

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