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Associate Technical Support Engineer

Date: Jun 3, 2021

Location: Kolkata, IN, 700156

Company: Bentley Systems

Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world’s infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, and industrial facilities. Our offerings include MicroStation-based applications for modeling and simulation, ProjectWise for project delivery, AssetWise for asset and network performance, and the iTwin platform for infrastructure digital twins. Bentley Systems employs more than 4,000 colleagues and generates annual revenues of more than $800 million, in 172 countries. www.bentley.com

 

  bentleyOfficialB&W

Title: Associate Technical Support Engineer

 

Bentley Systems is seeking a talented individual to become a valued member of our successful team as an Associate Technical Support Engineer. This position is part of our Building Product Advancement team located in our Kolkata office.  The Building Product Advancement team is responsible for the ongoing development and implementation of new products, features, and support in Bentley’s OpenBuildings (or AECOsim), Speedikon and OBES/Hevacomp product offerings.  The team interacts with Professional Services, Product Development, Quality Assurance, Marketing and Sales teams.

 

As part of the Product Advancement team the technical support engineer is responsible for providing technical and user support via phone, e-mail, and web-portal for Bentleys users. This is a hands-on position that will interface with our users as well as our development, professional services, and sales departments.  The position is responsible for problem analysis, documentation, resolution, escalation and creating content (like manuals, videos, etc.) involving Bentleys supported products. There will also be a requirement to provide remote and onsite training/demo as well as consultancy services to our users.

 

Job Description:

 

  • Provide prompt and courteous troubleshooting and technical support to users via e-mail, phone and web-portal.
  • Provide On-site assistance in complex technical solutions requiring changes to core functionality, code, and systems operation.
  • Assist with all facets of Bentley users and technical support by helping to identify user issues by isolating and resolving the issue or by proper escalation.
  • Troubleshoot the users support request using the available tools and resources while following the appropriate processes and procedures.
  • Advise and train users regarding the products proper use and address specific user issues.
  • Act as liaison between user and development support.
  • Provide proper diagnosis and resolution to the user.
  • Keep accurate notes and details on user support requests.
  • Communicate with staff members regarding current/ongoing issues.
  • Document software problem defects for review and corrective action.
  • Meet with internal Bentley teams to provide the users perspective on our products and services.
  • Creates tests, tools, and diagnostic procedures for use by product support personnel.
  • May quality check technical product documentation.
  • Should participate & contribute in writing blogs, wiki’s, Tech articles on company’s portal.
  • Should create content (e.g. Wikis, Videos, technical tutorials, etc.) for the product features and operations.
  • Provide training and demo to user on product upgrades and adoption
  • Able to work in different shift hours (tentatively 7 AM - 4 PM, 12 PM - 9 PM, 3 PM - 12 PM, 5 PM - 2 AM) for Global users. However, timings can change basis user time zones.

 

 Qualifications

 

  • Bachelors degree in Civil, Mechanical, Architecture, Construction, or other related discipline.
  • 1-4 years of experience in technical support with user interaction and troubleshooting fundamentals demonstrated.
  • Some experience in construction would be added benefit.
  • Knowledge of MicroStation or AutoCAD or other Bentley Building Application (OpenBuildings/AECOSim) is an asset.
  • Possess excellent written and verbal communication skills.
  • Very Good English.
  • Good analytical skills.
  • Good knowledge in German language would have added benefit.
  • A motivated self-starter with the ability to work independently.

 

 

Keywords:

 

Technical Support Engineer, Civil, Mechanical, Architecture, MicroStation, Kolkata.

 

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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