Technical Support Engineer (Remote, BR)

Location: Brazil

Technical Support Engineer – BIC - iTwin Support Engineer

A Technical Support Engineer in the BIC - iTwin space provides expert technical guidance across Bentley products, with a focus on iTwin, iModels, Design Review, CAD synchronisation, cloud-based workflows, and enterprise support scenarios. The role works directly with users and global Bentley teams to diagnose, troubleshoot, reproduce, document, and resolve complex technical issues in real-world customer environments. The engineer demonstrates independent judgement, user empathy, strong problem-solving skills, and the ability to communicate clear technical findings while meeting team goals and continuously developing product expertise.

Responsibilities

• Care about users and focus on making sure Bentley products can support their success in the BIC - iTwin space.

• Act as a main technical support contact for users, resolving technical support requests via phone, e-mail, web portals, and Bentley Communities.

• Perform advanced software troubleshooting, including installation, configuration, product functionality, iModel workflows, and cloud-based support scenarios.

• Engage with users to gather detailed information, collect logs for investigation, and ask targeted questions to narrow down the root cause.

• Diagnose and resolve common connectivity and configuration issues across Windows, enterprise networks, and on-premises/cloud environments.

• Validate protocols and symptoms such as HTTP/S, TLS/SSL, timeouts, certificate errors, DNS, firewalls, security groups, and proxies; gather evidence and produce clear findings.

• Interpret application, system, and network logs to identify root causes and document the technical findings clearly.

• Reproduce issues in test environments, including simulation of network topologies, application configurations, and iTwin/iModel workflows where appropriate.

• Serve as the primary support liaison between Bentley Systems and users for urgent or complex technical issues.

• Properly escalate issues requiring developers, product managers, quality assurance, or other internal teams, including product defects, enhancement requests, and systemic case trends.

• Maintain accurate and timely notes on user support cases, provide documentation to users, and contribute technical knowledge to internal repositories and Bentley Communities.

• Share updates on issues that could affect multiple users or accounts and assist Product & Technology teams in prioritising improvements and fixes based on user impact.

• Continuously upskill on product updates, iTwin/iModel workflows, enterprise networking concepts, cloud technologies, and troubleshooting techniques.

• Work on career goals and personal development skills to become a more effective and valuable colleague.

Communication & Collaboration

• Collaborate with global teams, developers, product managers, and cross-functional partners to diagnose and resolve complex issues quickly.

• Coordinate communication among team members and stakeholders, ensuring the right people are involved at the right time.

• Work with colleagues across different teams to document how Bentley products work and interact within BIC - iTwin workflows.

• Participate in daily team stand-ups and contribute to continuous improvement of processes, product understanding, and support practices.

• Communicate internally and externally with empathy, clarity, and professionalism, including the ability to explain complex technical concepts in simple terms.

• Build strong relationships with users to become a trusted advisor and promote a high-quality, professional, service and adoption-oriented Bentley image.

• Share expertise internally, mentor colleagues where appropriate, and participate in community-driven support initiatives.

• Identify and suggest solutions to problems impacting the team and support consistent decision-making with key stakeholders.

• Demonstrate collaborative and leadership beh