De-Escalation Architect Americas

De-Escalation Architect Americas

Location: Hybrid/Home-based, Canada (ET preferred)

Position Summary:

The De-Escalation Architect is responsible for managing and resolving critical technical customer issues, ensuring customer satisfaction, and maintaining the integrity of our software solutions. This role requires a deep understanding of our products, strong technical skills, and excellent communication abilities.

Responsibilities:

1. Issue Resolution:
• Leverage technical resources to analyze and resolve complex technical issues reported by customers.
• Collaborate with cross-functional teams, including development, QA, and support, to identify root causes and implement solutions.
2. Customer Communication:
• Serve as the primary point of contact for escalated customer issues.
• Provide regular updates to customers on the status of their issues and ensure they are informed throughout the resolution process.
3. Documentation:
• Maintain detailed records of all escalated issues, including steps taken to resolve them.
• Contribute to the creation and updating of technical documentation and knowledge base articles.
4. Process Improvement:
• Identify trends and patterns in escalated issues to recommend improvements in our products and processes.
• Participate in post-mortem analyses to prevent future occurrences of similar issues.
5. Training and Mentoring:
• Provide training and mentorship to support team members to enhance their technical skills and issue resolution capabilities.
• Conduct workshops and training sessions on best practices for issue resolution.
• This is a full-time role expected to work 40 hours per week, hybrid or home-based in Canada.
• Required 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.
• This role requires up to 10% of travel.

Qualifications:

1. Education and Experience:
• Bachelor's degree in Computer Science, Engineering, a related field, or equivalent training and experience.
• Minimum of 7 years of experience in a technical support or software development role.
2. Technical Expertise:
• Proven experience in software development, software life-cycle, and root cause analysis.
• Familiarity with databases, cloud services, and network protocols.
3. Problem-Solving:
• Excellent analytical and problem-solving skills.
• Ability to think critically and make data-driven decisions.
4. Communication:
• Strong written and verbal communication skills.
• Ability to explain complex technical issues to non-technical stakeholders.
5. Customer Focus:
• Demonstrated ability to manage customer expectations and maintain high levels of customer satisfaction.
• Experience in customer support or a similar role.
6. Team Collaboration:
• Ability to work effectively in a team environment.
• Experience collaborating with cross-functional teams.

Preferred Qualifications:

• Experience with agile methodologies and tools.
• Familiarity with ITIL or other service management frameworks.
• Certifications in relevant technologies or support methodologies.

What We Offer:

• A great Team and culture – please see our colleague video. 
• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this short documentary about how we got our start. 
• An attractive salary and benefits package.
• A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups. 

• A company committed to making a real difference by advancing the world’s infrastructure for better quality of life, where your contributions help build a more sustainable, connected, and resilient world. Discover our latest user success stories for an insight into our global impact. 

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.

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