Technical Support Engineer
RemoteBrazil
BrazilRemoteFull TimeEnterprise
Full TimeEnterprise
Job Summary
Diagnose and resolve complex technical issues for users in real-world customer environments by performing advanced software troubleshooting, gathering logs, and reproducing problems in test settings. Act as the primary support contact via phone, email, and web portals to validate connectivity, configuration, and protocol symptoms across Windows, enterprise networks, and cloud-based workflows. Escalate critical defects to internal teams, document findings clearly, and share updates on issues affecting multiple accounts to assist product prioritization. Collaborate with global developers and product managers to improve support processes while continuously upskilling in iTwin, iModel workflows, and enterprise networking concepts.
Required Qualifications
- 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
- 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
- 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
- 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
- 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
Desired Qualifications
- Engineering background or experience with Plant Design, Building Information Management, Road Design, or modelling workflows is beneficial
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