Principal Technical Support Engineer - Location- Hybrid, Pune - Position Summary-

We’re hiring a Staff / Distinguished Technical Support Engineer to act as a global technical authority on our most complex escalations. You’ll be customer-facing on escalation bridges , bring calm technical leadership under pressure, and drive investigations to root cause across cloud-hosted systems, networking, and integrations. - Responsibilities :

- Important operating model: our Escalation Managers own customer messaging and stakeholder communications. You partner with them by providing the technical truth—diagnosis, architecture, evidence, options, and next-best actions—so what gets communicated is accurate and defensible.
- No Bentley experience required. If you learn fast, reason clearly, and can prove root cause end-to-end in modern cloud environments, we want you.

What You’ll Do (What you’ll be known for)

- Be the technical backbone of critical escalations (customer-facing)
- Join Sev-1 / P1 bridges and drive technical direction: triage containment hypothesis evidence root cause corrective action.
- Provide crisp, executive-ready technical explanations that work for both deep technical teams and C-level stakeholders .
- Partner tightly with Escalation Managers—who run messaging—by supplying accurate technical narrative, risk framing, and next-step options .
- Prove root cause (no vibes, no guessing)
- Troubleshoot cloud-hosted, hybrid, and distributed systems using logs/metrics/traces and rigorous diagnostics.
- Use packet capture/packet analysis and traffic-path thinking to isolate latency, packet loss, and connectivity failures when needed.
- Diagnose integrations and API flows (auth, timeouts, retries, gateways, third-party dependencies),



and translate findings into actions Engineering can ship.
- Work with diagnostic artifacts like HAR files , logs, and dumps to confirm failure modes and validate fixes.
- Be the technical bridge to Product & Technology teams- Collaborate directly with Product Engineering and Cloud/Technology teams on escalated issues, ensuring fast alignment and durable remediation.
- Improve the quality of escalations by providing strong reproduction detail, impact analysis, and evidence-based hypotheses.- Identify recurring themes and push systemic improvements (supportability, instrumentation, safer defaults, clearer runbooks).
- Raise the bar across global support
- Act as a multiplier: mentor engineers through swarming and coaching, and help build consistent diagnostic excellence across regions.
- Create and maintain high-value knowledge assets (playbooks, runbooks, troubleshooting guides) that materially reduce time-to-diagnosis.
- Technical Comfort (you should be at home here)

You’ll be expected to operate confidently with several of the following:

- Observability & Logs : Grafana (dashboards), log aggregation, tracing/APM concepts

- Network & HTTP inspection :Wireshark , Fiddler**, browser DevTools, HAR capture

- Cloud : Azure portal/CLI, monitoring/identity/networking concepts

- OS & automation : Windows diagnostics, PowerShell (and comfort reading scripts/code)

- Incident operations : live bridges, action tracking,



severity handling, structured updates - Qualifications :

- Proven experience operating in high-severity escalations with customer-facing exposure on live bridges.

- Strong hands-on capability across:

- Cloud architecture , with Microsoft Azure as the primary target environment

- Microsoft Windows (server + client) troubleshooting

- Networking fundamentals (TCP/IP, DNS, HTTP/S, proxies, VPNs, routing, load balancing) and ability to go packet-level when required 3

- API/integration troubleshooting across third-party systems and services 4

- Excellent communication: you can explain complex issues clearly to engineers and support escalation leaders in executive-facing conversations. 21

Cloud Certifications (required)

You must have at least one current cloud certification , with strong preference for Azure:

- Microsoft Certified: Azure Administrator Associate (AZ‑104) :

- Microsoft Certified: Azure Solutions Architect Expert (AZ‑305) :

- Equivalent senior AWS/GCP certification may be considered with commitment to obtain Azure certification within an agreed timeframe . - Nice-to-Haves

- Evidence of packet-level troubleshooting: packet capture/analysis, traffic path analysis, performance debugging.

- Experience building diagnostic tooling, dashboards, or improving alerting/SLO-driven supportability.

- Support architecture experience translating business needs into technical solutions and operational reliability improvements.

- Solid practice of knowledge creation and operational efficiency improvements through documentation.

- What Success Looks Like

- You’ve become a trusted technical anchor on major escalations: faster stabilization, clearer technical direc

📌 Principal Technical Support Engineer (Pune)
🏢 Bentley Systems
📍 Pune