Technical Support Engineer - ProjectWise

Technical Support Engineer 

Location: Office-Based Mexico City / Home-Based Mexico / Hybrid Mexico city

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 Products. This is a hands-on position that interfaces with our users, Development team, Professional Services colleagues, and the Sales department.

Your Day-to-Day:

• 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.

What You Bring to The Team:

• Bachelor’s Degree with 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.

Other potential assets:

• 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.

What We Offer:

• A great Team and culture – please see our Recruitment Video.
• 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 diversely international team.
• A supportive and collaborative environment.
• Colleague Recognition Awards.

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