Cloud Support Engineer
Location: Ireland (Office/Hybrid/Remote)
Position Summary:
Are you ready to embark on a new journey with a team of energized professionals advancing and connecting the world’s infrastructure? Bentley is looking for a skilled professional to join our Cloud Support Engineer Level 1 position within our distributed operations support team. This role involves working in an international team distributed across different regions.
We will rely on you for the following:
In this role, you’ll be the go-to person for our users, helping them through phone, email, and our web portal. The role will involve:
- Serve as the primary contact for user inquiries and issues, offering responsive and effective support.
- Collect detailed information from users, troubleshoot technical issues, and verify server configurations and license statuses.
- Work with various internal teams, including Product Support, Licensing, Cloud Operations, and Sales, to solve problems and ensure smooth operations.
- Analyse problems, document solutions, and escalate issues when needed to ensure our software runs smoothly for our clients.
Key Responsibilities:
- Customer Service Excellence:
- Create a professional and friendly environment to deliver exceptional support via phone, email, and our Web Portal, addressing technical issues and providing clear solutions while building strong user relationships to enhance satisfaction and trust.
- Technical and Operational Support:
- Provide technical support for cloud-based solutions and Bentley’s core products, including troubleshooting complex issues by analysing logs and identifying recurring issues and patterns to enhance software stability and improve the user experience.
- Request and Issue Management:
- Utilize our Service Request Management tool to precisely track and document service requests, and escalate unresolved issues to the relevant internal departments, including Product Support, Licensing, and Cloud Operations.
- Collaboration and Communication:
- Serve as the liaison between users, Product and Technology support teams, collaborating with both internal and external stakeholders in a dynamic fast paced environment.
- Knowledge and Documentation:
- Develop and maintain comprehensive records of support requests, interactions, solutions, and known issues. Contribute to the creation and updating of technical knowledge base articles and documentations.
- Share ongoing technical challenges with the team to connect related cases and improve support processes.
- Global Team Support:
- Collaborate within a global team operating 24/7 to ensure continuous support coverage.
Qualifications:
- Bachelor’s Degree with 3 years of hands-on cloud support experience and global user interaction.
- Cloud certification (either Azure, AWS, Google Cloud, or IBM) is required.
- 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).
- Ability to communicate with patience, friendliness, and clarity, and document methodically.
- Effective collaboration with global colleagues and strong time management skills for task prioritization and scheduling.
- Self-motivated with experience in distributed teams providing support across overlapping time zones.
- This position is Monday to Friday with no on-call duties.
What would make you stand out:
- Familiarity with Bentley Systems products, especially ProjectWise.
- Knowledge of ITIL v3 or certification.
- Exposure to ServiceNow or other service management platforms.
What We Offer:
- A great Team and culture – please see our colleague video.
- An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this short documentary about how we got our start.
- An attractive salary and benefits package.
- A commitment to inclusion, belonging, and colleague wellbeing through global initiatives and resource groups.
- A company committed to making a real difference by advancing the world’s infrastructure for a 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.
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.
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