Technical Support Engineer
Bentley Systems
Location: Office-Based Australia / Home-Based Australia / Hybrid Australia
Position Summary
Join Bentley Systems' Global Product Support organization as a Technical Support Engineer, where you will work with world‐class engineering software used by infrastructure professionals around the world. In this role, you'll provide expert technical guidance across Bentley's product portfolio while collaborating with global teams to diagnose, troubleshoot, and resolve complex issues in real‐world enterprise environments. This position is ideal for engineers who enjoy solving deep technical problems, working closely with customers, and continuously growing their expertise in networking, infrastructure, and enterprise‐scale systems.
Responsibilities
* Troubleshoot and resolve technical issues across Bentley's products through phone, email, and web‐based support channels.
* Work in a fast‐paced, highly collaborative global environment, partnering with users, developers, and cross‐functional teams.
* Analyze, isolate, and escalates complex software and networking issues when required.
* Diagnose connectivity, authentication, and performance issues across multi‐tier ProjectWise environments including client‐server communication, DNS, networking components, and environmental dependencies.
* Document solutions and contribute to internal knowledge resources and Bentley Communities.
* Participate in daily team stand‐ups, continuously improving processes and product understanding.
* Escalate unresolved issues to internal engineering teams with clear and structured problem analysis.
* Prioritize and manage support cases with timely updates, communication, and follow‐through.
* Reproduce issues in lab environments, including simulation of network topologies and application configurations.
* Share expertise internally and participate in community‐driven support initiatives.
* Continuously upskill on product updates, enterprise networking concepts, and troubleshooting techniques.
Qualifications
* 4+ years of technical support experience, preferably in SaaS, global or enterprise environments.
* Bachelor's degree in engineering, IT, Computer Science, or a related field.
* Experience supporting enterprise software platforms or document management systems.
* Excellent written and verbal communication skills, capable of simplifying complex topics.
* Strong troubleshooting mindset with a user‐centric approach and high emotional intelligence.
* Solid networking fundamentals: DNS, TCP/IP, firewalls, load balancing, authentication flows, client‐server connectivity, and general Windows networking.
* Ability to interpret logs, traces, and error messages to identify root cause across application, system, and network layers.
* Proven experience in log analysis, including troubleshooting using Wireshark and reviewing Fiddler logs.
* Experience with Microsoft SQL Server, Oracle, and Windows Server environments.
* Strong teamwork, documentation, and prioritisation skills.
* Experience supporting enterprise systems in complex, distributed, or segmented network environments.
* Familiarity with IIS, cloud‐based deployments, engineering/AEC software, or enterprise infrastructure tools.
* Hands‐on experience with ProjectWise infrastructure or similar large‐scale engineering systems.
What We Offer
* A great Team and culture.
* An exciting career as an integral part of a world‐leading software company providing solutions for architecture, engineering, and construction.
* 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.
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.
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