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 prospect 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

📌 Cloud Support Engineer (India)
🏢 Bentley Systems
📍 India