Cloud Support Engineer

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.

• 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.