Technical Support Engineer – BIC - iTwin Support Engineer
A Technical Support Engineer in the BIC - iTwin space provides expert technical guidance across Bentley products, with a focus on iTwin, iModels, Design Review, CAD synchronisation, cloud-based workflows, and enterprise support scenarios. The role works directly with users and global Bentley teams to diagnose, troubleshoot, reproduce, document, and resolve complex technical issues in real-world customer environments. The engineer demonstrates independent judgement, user empathy, strong problem-solving skills, and the ability to communicate clear technical findings while meeting team goals and continuously developing product expertise.
Key Responsibilities
- Care about users and focus on making sure Bentley products can support their success in the BIC - iTwin space.
- Act as a main technical support contact for users, resolving technical support requests via phone, e-mail, web portals, and Bentley Communities.
- Perform advanced software troubleshooting, including installation, configuration, product functionality, iModel workflows, and cloud-based support scenarios.
- Engage with users to gather detailed information, collect logs for investigation, and ask targeted questions to narrow down the root cause.
- Diagnose and resolve common connectivity and configuration issues across Windows, enterprise networks, and on-premises/cloud environments.
- Validate protocols and symptoms such as HTTP/S, TLS/SSL, timeouts, certificate errors, DNS, firewalls, security groups, and proxies; gather evidence and produce clear findings.
- Interpret application, system, and network logs to identify root causes and document the technical findings clearly.
- Reproduce issues in test environments, including simulation of network topologies, application configurations, and iTwin/iModel workflows where appropriate.
- Serve as the primary support liaison between Bentley Systems and users for urgent or complex technical issues.
- Properly escalate issues requiring developers, product managers, quality assurance, or other internal teams, including product defects, enhancement requests, and systemic case trends.
- Maintain accurate and timely notes on user support cases, provide documentation to users, and contribute technical knowledge to internal repositories and Bentley Communities.
- Share updates on issues that could affect multiple users or accounts and assist Product & Technology teams in prioritising improvements and fixes based on user impact.
- Continuously upskill on product updates, iTwin/iModel workflows, enterprise networking concepts, cloud technologies, and troubleshooting techniques.
- Work on career goals and personal development skills to become a more effective and valuable colleague.
Communication & Collaboration
- Collaborate with global teams, developers, product managers, and cross-functional partners to diagnose and resolve complex issues quickly.
- Coordinate communication among team members and stakeholders, ensuring the right people are involved at the right time.
- Work with colleagues across different teams to document how Bentley products work and interact within BIC - iTwin workflows.
- Participate in daily team stand-ups and contribute to continuous improvement of processes, product understanding, and support practices.
- Communicate internally and externally with empathy, clarity, and professionalism, including the ability to explain complex technical concepts in simple terms.
- Build strong relationships with users to become a trusted advisor and promote a high-quality, professional, service and adoption-oriented Bentley image.
- Share expertise internally, mentor colleagues where appropriate, and participate in community-driven support initiatives.
- Identify and suggest solutions to problems impacting the team and support consistent decision-making with key stakeholders.
- Demonstrate collaborative and leadership behaviours within team initiatives and small technical projects.
Education and Experience
- Bachelor’s degree, associate degree, higher-level degree, or equivalent experience in Engineering, IT, Computer Science, Support, or a related discipline.
- 2+ years of technical support experience in SaaS, enterprise, global support, or engineering software environments; 3+ years of relevant experience preferred for advanced responsibilities.
- Experience working with users in real-world enterprise environments and exposure to global user interaction.
- Knowledge of other Bentley teams and the ability to build an expanding business network of contacts.
- Strong competence with support tools, procedures, underlying technologies, and developer collaboration needed to troubleshoot complex issues.
Technical Qualifications
- A user-first approach, strong critical thinking, and excellent troubleshooting skills.
- Experience with CAD, modelling, rendering, engineering information, or document management systems in enterprise environments.
- Product knowledge or support exposure in Design Review, iTwin, iModels, CAD synchronisation, and collaborative digital design workflows.
- Ability to create, navigate, and manage iModels to synchronise CAD files and organise project data for collaborative workflows.
- Experience with CAD software products such as MicroStation, AutoCAD, Civil 3D, Revit, and ProjectWise.
- Experience in cloud-based software support and intermediate to advanced knowledge of cloud technologies.
- Familiarity with cloud infrastructure concepts, including virtual machines, databases, virtual networking, and connectivity between on-premises and cloud environments.
- Support-focused networking skills, including DNS, firewalls, security groups, proxies, HTTP/S, TLS/SSL, timeouts, certificate errors, and log-based evidence gathering.
- Experience with Windows Server, Windows client operating systems, Microsoft Office, and enterprise database platforms such as Microsoft SQL Server and Oracle.
- Familiarity with programming languages such as .NET and C++, and ability to read or interpret log files.
- Strong communication skills in English, with the ability to convey complex technical details clearly through phone, online forums, e-mail, documentation, and case notes.
- Experience in resolving technical issues, prioritising workload, managing multiple support cases, and providing timely updates and follow-through.
- Engineering background or experience with Plant Design, Building Information Management, Road Design, or modelling workflows is beneficial.
- Ability to understand the user’s environment and recommend the most effective workflow.
- Self-motivated and proactive, with a strong desire to learn and develop expertise in BIC - iTwin technologies.
Knowledge, Skills, & Abilities
- Ability to perform advanced troubleshooting in designated product and technical areas.
- Ability to interpret complex technical data, logs, and customer symptoms and convert them into clear findings and next steps.
- Ability to work in a global, multicultural environment and collaborate effectively across time zones and functions.
- Demonstrated collaborative skills within team activities, projects, and support initiatives.
- Strong emotional intelligence, customer empathy, and judgement when handling urgent or complex user-facing issues.
- Commitment to knowledge sharing, documentation quality, and continuous improvement of support processes.
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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
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.
