Job Description

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.

What We Offer:

Step into a collaborative work environment where ideas flourish, and teamwork propels us forward towards shared success; see our colleague video for a taste of our culture and watch this short documentary about how we got our start. 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.


#LI-SB1



?

About Bentley Systems

Around the world, infrastructure professionals rely on software from Bentley Systems to help them design, build, and operate better and more resilient infrastructure for transportation, water, energy, cities, and more. Founded in 1984 by engineers for engineers, Bentley is the partner of choice for engineering firms and owner-operators worldwide, with software that spans engineering disciplines, industry sectors, and all phases of the infrastructure lifecycle. Through our digital twin solutions, we help infrastructure professionals unlock the value of their data to transform project delivery and asset performance. www.bentley.com

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.