Senior Technical Support Engineer

Senior Technical Support Engineer

Location: Hybrid or Home-based, Brisbane Australia

Position Summary:  

Bentley Systems is seeking a qualified professional to join our esteemed Global Technical Support team. This role involves interfacing with users to provide technical support, demonstrations, and training for civil engineering software. The successful candidate will collaborate with our Development group, Professional Services, Quality Assurance, Marketing, and Sales teams. As a key member of the team, you will also support your colleagues by sharing product knowledge and assisting in case resolution. Additionally, you may be required to mentor and train both current and new team members to help them achieve their potential. 

Responsibilties:

• Providing technical application support to users, answering complex questions on the use of software to design various civil engineering projects. These projects include roadway design, site design, storm and sanitary sewer design, berm and levee design, rail design, etc. 

• Assisting Technical Support Engineers in resolving complex problems and issues 

• Keeping and maintaining a close working relationship with the Product Management teams 

• Teaching engineers and designers best practices for the available civil engineering and survey software tools, to allow them to accomplish their project goals 

• Acting as a consultant to engineering companies and government organizations to implement our design software in their organization or project 

• Producing client facing training and multimedia materials 

• Serving as primary support liaison between Bentley and our clients 

• Occasionally travelling to user sites for internal trainings as needed (less than 10% travel) 

• Conveying user feedback to product development staff.  

• Identifying and presenting user requirements to the Product Management teams in the form of detailed specification documents to enable the enhancement of program commands and workflows 

• Possessing thorough knowledge of the client company’s products and other applications used by their users 

• Resolving clients' application questions or problems over the telephone in the areas of system configurations/setup, product functionality and bugs/enhancements. 

• Helping to spearhead special projects within the team 

• Communicating with all affected parties how and when problems are resolved 

• Managing any additional follow up, testing and troubleshooting needed 

• Appropriately referring issues to other support and quality assurance areas 

• Promoting and maintaining a high quality, professional, service-oriented company image among users 

What You Bring to The Team:  

• Civil Engineering degree or equivalent training and experience 

• 3+ years as a Technical Support Engineer or similar 

• 1-5 years of experience in road, rail, and site design preferred 

• English Language Proficiency 

• 3+ experience with OpenRoads Designer, InRoads, GEOPAK, MicroStation, AutoCAD, or Civil3D  

• Best in class written and verbal communication skills 

• Strong critical thinking skills and a desire to solve problems 

• Strong leadership skills 

• Self-motivated, proactive with a strong desire to continuously learn 

• Professional Engineering license a bonus 

• This is a full-time role expected to work 40 hours per week, home-based or hybrid in your home country 

• Requires sitting or standing at will while performing work on a computer (or any other physical requirements). The role requires communication with managers, peers, and other colleagues of the company in person (on occasion), and by utilizing Microsoft Teams chat, calling, and meeting functions. 

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.