Cloud Support Engineer

Cloud Support Engineer 

Location-Remote, Pan India

Position Summary- 

We are looking for a skilled professional to join our Cloud Support Level 1 support team. 

In this role, you’ll be the go-to person for our users, helping them through phone, email, and our web portal.

Responsibilities-

• Serve as the primary contact for user inquiries and issues, offering responsive and effective support. 

• Collect detailed information from users, troubleshoot technical problems, check server setups, database log files and license statuses. 

• Work with various internal teams, including Product Support, Licensing, and Cloud Operations, to solve problems and ensure smooth operations. 

• Analyze problems, document solutions, and escalate issues when needed to ensure our software runs smoothly for our clients. 

1. Customer Service Excellence 

• Deliver prompt and professional support to users across phone, email, and web portal. 

• Build strong relationships with users to ensure satisfaction and trust while resolving technical issues. 

2. Technical and Operational Support 

• Provide first-level technical support for Bentley’s cloud-based platforms and core products. 

• Analyze logs, identify root causes, and resolve or escalate recurring issues. 

• Troubleshoot technical problems, including server setups, cloud configurations, and license statuses. 

3. Request and Issue Management 

• Document and manage service requests using our Service Request Management tool. 

• Escalate unresolved issues to internal teams including Product Support, Managed Services and Cloud Operations. 

4. Collaboration and Communication 

• Coordinate with internal stakeholders such as Product, Technology, Cloud Ops, and Sales. 

• Collaborate effectively in a fast-paced and global support environment. 

5. Knowledge and Documentation 

• Maintain detailed, accurate and up-to-date documentation of requests, issues, solutions, and processes. 

• Contribute to internal knowledge base articles and technical documentation. 

• Share recurring challenges with the team to connect related issues and drive improvements. 

6. Global Team Support 

• Collaborate with a globally distributed team to ensure 24/7 support coverage. 

• Participate in shift rotations, including evening and night schedules. 

Qualifications- 

• Bachelor’s Degree with at least 3 years of hands-on cloud support experience. 

• Cloud certification (either Azure or AWS) is mandatory. 

• Solid understanding of cloud environments including: 

• • Provisioning, monitoring, and scaling cloud resources (VMs, storage, networking, etc.) 

• • Experience using cloud management portals (e.g., AWS Console, Azure Portal) 

• • Familiarity with cloud-native tools and logging (e.g., CloudWatch, Azure Monitor) 

• Intermediate knowledge of networking concepts: DNS, TCP/IP, firewalls, load balancing, etc. 

• Proficiency in Windows OS (Server and client) for debugging and administration. 

• Exposure to IIS (Internet Information Services) and relational databases (SQL Server, Oracle). 

• Experience supporting users globally, with strong written and verbal English communication skills. 

• Excellent troubleshooting skills with a customer-first mindset. 

• Familiarity with service management platforms like ServiceNow. 

• Understanding of ITIL framework (v3 or v4); certification is a plus. 

• Highly organized, self-driven, and capable of multitasking in a 24/7 support model. 

• Familiarity with Bentley Systems products is a strong advantage.