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 integral 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.

Key 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.
• Pr

📌 Technical Support Engineer (Ciudad de México)
🏢 Bentley Systems
📍 Ciudad de México