Location-Philippines, Hybrid

Position Summary

Bentley Systems is seeking a Technical Support Engineer – BIC / iTwin to provide technical support for users working with iTwin, iModels, Design Review, CAD synchronization, cloud-based workflows, and related Bentley solutions.

In this role, you will work directly with users and collaborate with global Bentley teams to diagnose, troubleshoot, reproduce, document, and resolve complex technical issues in real-world enterprise environments. You will investigate issues across product functionality, application configuration, CAD and iModel workflows, cloud environments, connectivity, and enterprise networks, using logs and other technical evidence to identify root causes and develop effective solutions.

The successful candidate will bring strong technical troubleshooting and problem-solving skills, a user-focused mindset, and the ability to communicate complex technical findings clearly. You will work independently while collaborating closely with Product, Engineering, Quality Assurance, and other technical teams to resolve issues and continuously improve the user experience.

Responsibilities

• Serve as a primary technical support contact for users working with Bentley’s BIC and iTwin solutions, providing support through phone, email, web portals, Bentley Communities, and other support channels.
• Diagnose and resolve technical issues involving product installation, configuration, functionality, iTwin and iModel workflows, CAD synchronization, and cloud-based environments.
• Engage directly with users to understand their technical environments, gather relevant information and logs, ask targeted troubleshooting questions, and identify potential root causes.
• Investigate connectivity and configuration issues across Windows, enterprise networks, and on-premises and cloud environments.
• Troubleshoot networking and connectivity issues involving HTTP/S, TLS/SSL, DNS, firewalls, security groups, proxies, certificates, and timeouts.
• Interpret application, system, and network logs to identify issues, document findings, and recommend appropriate next steps.
• Reproduce technical issues in test environments, including relevant application configurations, network conditions, and iTwin/iModel workflows.
• Manage complex and urgent support cases, maintaining clear communication with users throughout the investigation and resolution process.
• Escalate product defects, enhancement requests, complex technical issues, and recurring case trends to Product, Engineering, Quality Assurance, or other appropriate internal teams.
• Maintain accurate and timely case documentation, including troubleshooting steps, technical findings, user communications, and resolution details.
• Create and contribute technical documentation and knowledge content for internal repositories and Bentley Communities.
• Identify issues that may affect multiple users or accounts and communicate relevant findings to internal stakeholders.
• Collaborate with Product and Technology teams by sharing user-impact information and technical findings that can support product improvements and issue prioritization.
• Work with colleagues across Bentley to document product behavior, integrations, and interactions within BIC and iTwin workflows.
• Participate in team meetings, technical initiatives, and continuous improvement activities focused on support processes and the user experience.
• Share technical knowledge and expertise with colleagues and provide guidance or mentoring where appropriate.
• Continuously develop expertise in Bentley products, iTwin and iModel workflows, enterprise networking, cloud technologies, and troubleshooting methodologies.

Qualifications

• Bachelor’s degree, associate degree, or equivalent education or relevant professional experience in Engineering, Information Technology, Computer Science, Technical Support, or a related discipline.
• 2+ years of experience in technical support within a SaaS, enterprise software, engineering software, or comparable technical environment.
• Demonstrated experience diagnosing and resolving complex software, application, configuration, or connectivity issues.
• Experience supporting users within enterprise environments and managing multiple technical support cases and priorities.
• Experience with CAD, modeling, engineering information, rendering, or document management systems within technical or enterprise environments.
• Knowledge of or experience supporting iTwin, iModels, Design Review, CAD synchronization, or collaborative digital design workflows.
• Ability to create, navigate, and manage iModels and support workflows involving CAD synchronization and project data.
• Experience with CAD and engineering applications such as MicroStation, AutoCAD, Civil 3D, Revit, or ProjectWise.
• Experience supporting cloud-based software and a working knowledge of cloud technologies and architectures.
• Knowledge of cloud and infrastructure concepts, including virtual machines, databases, virtual networking, and connectivity between on-premises and cloud environments.
• Working knowledge of enterprise networking and connectivity concepts, including DNS, firewalls, security groups, proxies, HTTP/S, TLS/SSL, certificates, and network timeouts.
• Ability to interpret application, system, and network logs and translate technical evidence into clear findings and recommended next steps.
• Experience with Windows client operating systems, Windows Server, Microsoft Office, and enterprise technology environments.
• Strong troubleshooting, critical-thinking, and problem-solving skills, with the ability to investigate complex technical issues systematically.
• Strong written and verbal communication skills in English, with the ability to explain complex technical concepts clearly to users and internal stakeholders.
• Strong organizational and time-management skills, with the ability to prioritize multiple cases while providing timely communication and follow-through.
• Ability to work effectively independently and collaboratively within global and cross-functional teams.
• User-focused approach with strong empathy, professional judgment, and a commitment to providing a high-quality support experience.
• Self-motivated and proactive approach with a commitment to continuous learning and developing technical expertise.
• 3+ years of relevant technical support experience involving complex or advanced enterprise software environments.
• Advanced experience with iTwin, iModels, Design Review, CAD synchronization, MicroStation, ProjectWise, or related Bentley technologies.
• Experience reproducing complex software or connectivity issues in test environments.
• Experience supporting software deployed across hybrid environments involving on-premises systems, enterprise networks, and cloud services.
• Experience with enterprise databases such as Microsoft SQL Server or Oracle.
• Familiarity with programming or development technologies such as .NET or C++ and the ability to interpret technical logs or developer-level diagnostic information.
• Engineering experience or knowledge of workflows related to plant design, building information modeling (BIM), road design, infrastructure design, or engineering modeling.
• Experience collaborating directly with Product, Engineering, Development, or Quality Assurance teams to investigate software defects and technical issues.
• Experience creating technical documentation, knowledge articles, or other support content.
• Experience sharing technical expertise, mentoring colleagues, or contributing to technical projects and support initiatives.


This is a Hybrid role.


What We Offer:

• Step into a collaborative work environment where ideas flourish, and teamwork propels us forward towards shared success.
• An attractive salary and benefits package.
• Bentley Impact Day: take a day off from work to volunteer with an organization of your choice.
• Celebrate milestone achievements and moments that matter through our colleague recognition award programs and our Bentley Achievers platform.
• A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups.
• Be part of 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.

Who We Are:

Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world’s infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Our offerings, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent’s software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations. Bentley Systems’ 5,200 colleagues generate annual revenues of more than $1 billion in 194 countries.

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.