Location- Philippines, Hybrid
Position Summary
Bentley Systems is seeking a Technical Support Engineer – BIC / iTwin to provide technical support for users working with iTwin, iModels, Design Review, CAD synchronization, cloud-based workflows, and related Bentley solutions.
In this role, you will work directly with users and collaborate with global Bentley teams to diagnose, troubleshoot, reproduce, document, and resolve complex technical issues in real-world enterprise environments. You will investigate issues across product functionality, application configuration, CAD and iModel workflows, cloud environments, connectivity, and enterprise networks, using logs and other technical evidence to identify root causes and develop effective solutions.
The successful candidate will bring strong technical troubleshooting and problem-solving skills, a user-focused mindset, and the ability to communicate complex technical findings clearly. You will work independently while collaborating closely with Product, Engineering, Quality Assurance, and other technical teams to resolve issues and continuously improve the user experience.
Responsibilities
Serve as a primary technical support contact for users working with Bentley’s BIC and iTwin solutions, providing support through phone, email, web portals, Bentley Communities, and other support channels.
Diagnose and resolve technical issues involving product installation, configuration, functionality, iTwin and iModel workflows, CAD synchronization, and cloud-based environments.
Engage directly with users to understand their technical environments, gather relevant information and logs, ask targeted troubleshooting questions, and identify potential root causes.
Investigate connectivity and configuration issues across Windows, enterprise networks, and on-premises and cloud environments.
Troubleshoot networking and connectivity issues involving HTTP/S, TLS/SSL, DNS, firewalls, security groups, proxies, certificates, and timeouts.
Interpret application, system, and network logs to identify issues, document findings, and recommend appropriate next steps.
Reproduce technical issues in test environments, including relevant application configurations, network conditions, and iTwin/iModel workflows.
Manage complex and urgent support cases, maintaining clear communication with users throughout the investigation and resolution process.
Escalate product defects, enhancement requests, complex technical issues, and recurring case trends to Product, Engineering, Quality Assurance, or other appropriate internal teams.
Maintain accurate and timely case documentation, including troubleshooting steps, technical findings, user communications, and resolution details.
Create and contribute technical documentation and knowledge content for internal repositories and Bentley Communities.
Identify issues that may affect multiple users or accounts and communicate relevant findings to internal stakeholders.
Collaborate with Product and Technology teams by sharing user-impact information and technical findings that can support product improvements and issue prioritization.
Work with colleagues across Bentley to document product behavior, integrations, and interactions within BIC and iTwin workflows.
Participate in team meetings, technical initiatives, and continuous improvement activities focused on support processes and the user experience.
Share technical knowledge and expertise with colleagues and provide guidance or mentoring where appropriate.
Continuously develop expertise in Bentley products, iTwin and iModel workflows, enterprise networking, cloud technologies, and troubleshooting methodologies.
Qualifications
Bachelor’s degree, associate degree, or equivalent education or relevant professional experience in Engineering, Information Technology, Computer Science, Technical Support, or a related discipline.
2+ years of experience in technical support within a SaaS, enterprise software, engineering software, or…