Technical Support Engineer

Job description

**Technical Support Engineer**

**Location:** United States (Office/Hybrid/Remote)

**Position Summary:**

Bentley Systems is seeking a talented individual to become a valued member of the Product Support team as a **Technical Support Engineer.** As part of the Global Technical Support team, the technical support engineer is responsible for providing technical assistance on the product via (inbound/outbound) phone, e-mail, and web portal.

This is a hands-on position that will interface with our users as well as our development, professional services, and sales departments.

The position is responsible for problem analysis, documentation, resolution, and escalation involving Bentley’s supported products

**We will rely on you for the following:**

+ Provide troubleshooting and technical assistance for ProjectWise Product functionality/features to users via e-mail, service tickets, phone, and web-portal (BE Communities)
+ Assist with all facets of Bentley users and technical support by helping to identify user issues by isolating and resolving the issue or by proper escalation.
+ Advise and educate users on accurate usage of the Product and address specific use cases reported on the Service Requests.
+ Work in a fast-paced environment while collaborating with internal and external stakeholders.
+ Act as a liaison between users and Product Management/Development.
+ Research and identify solutions to ProjectWise Product functionality/features.
+ Ask users targeted questions to quickly understand the root of the problem.
+ Maintain accurate notes and details on user support requests.
+ Properly escalate unresolved issues to appropriate internal teams (e.g., software developers).
+ Communicate with team members regarding current/ongoing issues via daily scrum calls.
+ Document software problem defects for review and take corrective actions.
+ Document technical knowledge in the form of Knowledgebase Articles or Communities Posts.
+ Meet with internal Bentley teams to provide the users’ perspective on our products and services.

**Responsibilities:**

+ Review individual Support Case Backlog and prioritize Aged and Escalated Requests.
+ Reproduce issues in-house on test systems (Virtual Machines) to isolate the cause of the problem.
+ Monitor the Team Support Cases Queue and pick issues in the order of priority, impact, and age of the Service Request.
+ Update and follow up with users over the phone/email on existing Requests.
+ Engage in Team Scrum calls to discuss issues and liaison with the team
+ Adhere to Phone Queue Schedule and ensure phones are always manned and voicemails processed.
+ Contribute to Bentley Communities and answer user queries.
+ Update the Team Technical Knowledge Base and share updates with the team.
+ Upskill on Product Knowledge by focusing on a new topic every week.

Consume Training through internal Pathways, Wikis, videos, etc.
+ Channelize potential Defects/Enhancements to the Product Management/Development teams.
+ Provide a handover to the next shift with appropriate documentation when needed

**Qualifications:**

+ 2+ years of experience in technical support and exposure to global user interaction.
+ Bachelor’s degree in IT, Engineering, or related fields.
+ Experience or Knowledge with ProjectWise product suites or similar document management systems such as Documentum, Vault or Aconex.
+ Experience with the Administration of Engineering Information/Document Management systems.
+ Experience or knowledge with relational databases: Microsoft SQL Server or Oracle.
+ Experience or knowledge with Networking (DNS, TCPIP, FQDN, cluster environments).
+ Experience or knowledge with the Windows Operating System (Server and client) for administration and debugging.
+ A user first approach and strong critical thinking, with a desire to solve problems with excellent troubleshooting skills.
+ Emotional intelligence when talking with users, and the ability to document methodically.
+ Exposure to answering queries via Service Requests and Communities forum posts.
+ Ability to work well with Global colleagues to help address user issues.
+ Ability to manage time effectively by delegating, prioritizing, and scheduling tasks to ensure they are completed in the expected timelines.
+ A motivated self-starter with the ability to work independently and in a team.

**What would make you stand out:**

+ Experience with ProjectWise infrastructure.
+ Knowledge or experience of IIS (Internet Information Services),
+ Proven success in all aspects of ProjectWise Administration.
+ Experience with MicroStation, AutoCAD, Revit, Civil 3D, IPLOT (PrintingPlotting).
+ Knowledge with extended ProjectWise features (Publishing such as ICS for PDF, BAS; Bentley cloud features such as Deliverables Management, ProjectWise Drive, ProjectWise Projects, WSG, etc.)

**What We Offer:**

+ A great Team and culture – please see our Recruitment Video (https://www.youtube.com/watch?v=epJImnDsbYE) .
+ An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
+ Competitive Salary and benefits.
+ The opportunity to work within a global and diverse international team.
+ A supportive and collaborative environment.
+ Colleague Recognition Awards.

**LI-RB**

**LI Remote**

**LI Hybrid**

 **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 an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, sex, sexual orientation, gender identity, disability, pregnancy, protected veteran status, religion, national origin, age, genetic information or any other protected characteristic.

This commitment extends to all aspects of employment, including, but not limited to, hiring, placement, promotion, compensation, and training.

Know Your Rights as an applicant under the law.

Bentley Policy on EEO, Affirmative Action and Pay Transparency Non-Discrimination

Bentley participates in e-Verify / Bentley participate in e-Verify / Right to Work Notice

**Request an Accommodation:**

As an Equal Opportunity Employer, Bentley is committed to providing reasonable accommodations to applicants with disabilities.

We encourage you to request a reasonable accommodation if you are not able to fully use or access our online application system.

You can make an accommodation request by calling 610-458-5000 or sending us an email at disabilityrequest@bentley.com
Equal Opportunity Employer/Minorities/Females/Veterans/Disabled

Required Skill Profession

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