Principal Technical Support Engineer

Principal Technical Support Engineer

Location-Hybrid, Pune

Position Summary-

We’re hiring a Staff / Distinguished 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.

                What You’ll Do (What you’ll be known for) 

• 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 Comfort (you should be at home here)

            You’ll be expected to operate confidently with several of the following:

• 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 
• API/integration troubleshooting across third-party systems and services 4 
• Excellent communication: you can explain complex issues clearly to engineers and support escalation leaders in executive-facing conversations. 21 

Cloud Certifications (Required)

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-Haves

• 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. 
• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this short documentary 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 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 

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.