Senior Technical Support Engineer

LEGION; Winchester; On-site; GBP 60,000 - 80,000; Full time

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Senior Technical Support Engineer

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Job Details

Date: Apr 22, 2025

Location: Exton, PA, US

Company: Bentley Systems

Position: Senior Technical Support Engineer

Location: Home-based/Hybrid in the US

Position Summary

Bentley Systems is seeking a talented individual to become a valued member of our iTwin Support Team. A Senior Technical Support Engineer plays an essential role in supporting our users by solving their technical issues, enabling successful user outcomes through a proactive, services-based business model that aligns with our users’ needs, while increasing the adoption of our products and services worldwide.

Responsibilities

• Focus on user success and support product adoption.
• Handle support requests via phone, email, and web portals.
• Perform advanced software troubleshooting, escalate issues when necessary, and report bugs and enhancements.
• Assist users with installation, configuration, and product functionality questions.
• Serve as the primary support liaison for urgent issues.
• Maintain a professional, high-quality support image and build trusted relationships with users.
• Scope, design, and deliver solutions for complex technical issues.
• Gather detailed information, logs, and ask targeted questions to diagnose issues.
• Keep accurate records of support cases and document solutions.
• Act as an escalation point for complex challenges and coordinate with internal teams.
• Share updates on issues affecting multiple users.
• Document software defects and contribute to continuous training.
• Work on personal development to enhance support capabilities.
• Report product defects and influence prioritization of fixes.
• Identify systemic problems and escalate appropriately.
• This position does not require travel.

Technical Qualifications

• Experience in technical support with a global user base.
• Strong troubleshooting and a user-first approach.
• Experience with CAD, modeling, or rendering software.
• Knowledge of Design Review and Digital Twin solutions.
• Excellent English communication skills.
• Experience resolving issues via multiple channels.
• Leadership experience in technical projects and mentoring.
• Advanced knowledge of Windows OS and Microsoft Office.
• Engineering background with experience in Plant Design, BIM, or Road Design.
• Ability to understand user environments for effective workflows.
• Self-motivated and eager to learn.
• Experience with CAD software such as MicroStation, AutoCAD, Civil 3D, Revit, ProjectWise.
• Experience with cloud-based software support.

Important Assets

• Experience with Help Desk tools.
• BIM modeling or 3D design software experience.
• API programming skills.
• SQL scripting experience.
• CAD administrator experience managing multiple systems.

What We Offer

• Career growth in a leading infrastructure software company.
• Collaborative team and culture.
• Competitive salary and benefits.
• Global, diverse team environment.
• Recognition awards.

About Bentley Systems

Bentley Systems (Nasdaq: BSY) provides infrastructure engineering software worldwide. Our solutions support design, construction, and operations across various sectors. Powered by the iTwin Platform, our offerings include MicroStation, ProjectWise, SYNCHRO, AssetWise, and more. With 5,200 employees, we generate over $1 billion annually across 194 countries.

Equal Opportunity Employer

Bentley is committed to diversity and inclusion, providing equal employment opportunities without regard to protected characteristics. We participate in E-Verify and provide accommodations for applicants with disabilities upon request.

Nearest Major Market: Philadelphia

Job Segment: Technical Support Engineer, Construction, Drafting, CAD, Engineer, Engineering