Technical Support Engineer

TECHNICAL SUPPORT ENGINEER

Location : Philippines (Hybrid or Home-based)

Position Summary :

Bentley Systems is seeking a talented individual to become a valued member of our Product Support team as a Technical Support Engineer (TSE).  The role requires providing technical assistance to our users, via our web-portal and phone system, for a mission-critical Document Management Product. This is a hands-on position that interfaces with our users, Development team, Professional Services colleagues, and the Sales department.

Responsibilities

• Provide technical diagnosis and resolution to reported issues regarding ProjectWise.
• Advise and educate users on accurate ProjectWise workflows.
• Properly escalate unresolved issues to the appropriate internal teams, acting as a liaison between users and Product Management/Development.
• Maintain accurate updated notes and details on user issues.
• Document software defects and create technical knowledge in the form of Knowledgebase Articles or Communities Posts.
• Communicate with team members regarding current/ongoing issues via daily scrum team calls.
• Work in a fast-paced environment while collaborating with internal and external stakeholders.

Qualifications:

• Bachelor’s Degree with atleast 2 years of experience in Product Technical Support and exposure to Global user interactions.
• Beginner to Intermediate knowledge of relational databases: Microsoft SQL Server or Oracle.
• Beginner to Intermediate knowledge of IIS (Internet Information Services),
• Intermediate knowledge of Networking (DNS, TCP\IP, FQDN, cluster environments)
• Intermediate knowledge of Windows Operating System (Server and Client) with respect to administration and debugging.
• Ability to ask targeted questions to understand product issues quickly and efficiently.
• Strong critical thinking/troubleshooting skills.
• Excellent written and verbal communication skills.
• A motivated self-starter with a "user first" approach and desire to solve problems.
• Professionalism, patience, friendliness, and clarity, when providing responses both Internally and Externally.
• Emotional intelligence when talking with users and the ability to methodically document information.
• Exposure to answering queries via a Customer Relationship Management (CRM) system and Public Community forums.
• Ability to work well with Global colleagues in a team environment.
• Ability to manage time effectively by, prioritizing, scheduling, and delegating tasks to ensure they are completed within expected timelines.

Though not required, these are some good skills to have:

• Product knowledge of ProjectWise or similar Document Management Systems such as: SharePoint, Documentum, Vault, Aconex, etc.
• Prior experience with CAD Software Tools such as: MicroStation, AutoCAD, Revit, Civil 3D, etc.

Daily Activities/Tasks:

• Review individual backlog and prioritize aged and escalated issues.
• Reproduce issues in-house on test systems (Virtual Machines) to isolate the cause of the problem.
• Monitor the Team queue and select issues in the order of priority, impact, and duration.
• Update and follow-up with users via our web portal and phone system on existing issues.
• Engage on 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 to provide public information on product workflows and answer user queries.
• Update the Team Technical Knowledge Base and share updates with the team.
• Reoccurring Product training through internal Pathways, Wikis, videos etc.
• Communicate potential Defects/Enhancements to the Product Management/Development teams.
• Provide a handover of issues to other colleagues with appropriate documentation when required.