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German Technical Support Analyst

Date: Apr 7, 2021

Location: Dublin 2, IE, D02 VN88

Company: Bentley Systems


Dublin, Ireland


Position Summary:


We are seeking a talented individual to join a team of Licensing Support Analysts/Engineers providing technical support to Bentley’s user base in Europe, Middle East, Africa and Russia. 


This position serves as the first point of contact for customer licensing queries and is responsible for analysing, troubleshooting and resolving technical issues with Bentley’s licensing technology.  Customer satisfaction is of utmost importance to ensuring Bentley’s continued business growth through adoption of our latest license technology.



Your Day-to-Day Responsibilities:


  • Promoting and maintaining a high quality, professional, service & adoption-oriented company image among our subscriber user base.
  • Performing root cause analysis, replicating, testing and resolving technical license application issues (on Microsoft Windows).
  • Addressing software usage queries and demonstrating appropriate reporting tools to assist users achieve their desired outcomes.
  • Responsibility to make appropriate and necessary system contract transaction adjustments
  • Reliably log user interactions in internal CRM / Ticketing system.
  • Knowledge Management: Documenting solutions to commonly asked questions and directing users to documented solutions to facilitate rapid resolution of issues.
  • Develop a broad and general knowledge of Entitlements, Commercial Programs, Cloud Services other Bentley tools and programs in support of users.
  • Occasional after-hours support in times of exceptional business need (less than 5%), including for weekends
  • Be available for providing coverage (on a rotating basis) during Public Holidays
  • Participate in team meetings and initiatives to improve day to day work and user experience.
  • Following the team and company processes and guidelines in performing day to day work related activities. For example, following up with users, remote assistance by screen sharing, calling up the users and arranging for a meeting time etc.
  • Collaborating with members within and outside the team on issues requiring discussion and assistance to resolve any ongoing issue(s)



What You Bring to The Team:


  • Written and spoken fluency in German and English are required.
  • Technical product support (licensing) experience is preferred.
  • Creative thinking, problem-solving and strong ability to use own initiative to identify and progress a variety of business and technical challenges.
  • Experience troubleshooting and resolving desktop and cloud application issues.
  • Exposure to diagnostic tools such as Fiddler and other log and other diagnostic tools.
  • Demonstrated excellent written, verbal & interpersonal communication skills.
  • Comfortable managing changing priorities and sometimes large volume of issues on a daily basis.
  • Ability to diffuse difficult conversations to arrive at mutually beneficial outcomes.
  • Previous experience dealing with software license management is a distinct advantage.
  • Knowledge of customer support and service tools (SAP CRM) an advantage.
  • Must be self-motivated and proactive, possessing strong desire to learn.
  • Bachelor’s degree or equivalent experience preferred.
  • This role may suit someone looking to transition from IT support to technical product support in a dynamic business environment.





What We Offer:


  • Vibrant City Center office location (WeWork Office Facilities).
  • Sports, Social and Wellness Activities/Events.
  • The opportunity to work within a multi-lingual and diverse international environment.
  • Respectful culture treating all our colleagues as equal.
  • Collaborative and cooperative working environment.
  • Being part of the world-leading software company providing solutions for architecture, engineering and construction.
  • Tailored and Hands on Training to empower you on your new role.



Who We Are:


Bentley Systems is the leading global provider of software solutions to engineers, architects, geospatial professionals, constructors, and owner-operators for the design, construction, and operations of infrastructure. Bentley’s MicroStation-based engineering and BIM applications, and its digital twin cloud services, advance the project delivery (ProjectWise) and the asset performance (AssetWise) of transportation and other public works, utilities, industrial and resources plants, and commercial and institutional facilities.

Bentley Systems employs more than 3,500 colleagues, generates annual revenues of $700 million in 170 countries, and has invested more than $1 billion in research, development, and acquisitions since 2014. From inception in 1984, the company has remained majority-owned by its five founding Bentley brothers. Bentley shares transact by invitation on the NASDAQ Private Market. 


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, national origin, age or any other protected characteristic.



Job Segment: Engineer, R&D Engineer, Engineering