Technical Support Engineer

Date: Apr 3, 2024

Location: Manila, PH

Company: Bentley Systems



Location : Philippines (Hybrid or Home-based)


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



  • 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.



  • Bachelor’s Degree with atleast 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.


Though not required, these are some good skills to have:

  • 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.


Daily Activities/Tasks:

  • Review individual backlog and prioritize aged and escalated issues.
  • Reproduce issues in-house on test systems (Virtual Machines) to isolate the cause of the problem.
  • Monitor the Team queue and select issues in the order of priority, impact, and duration.
  • Update and follow-up with users via our web portal and phone system on existing issues.
  • Engage on Team Scrum calls to discuss issues and liaison with the team.
  • Adhere to Phone Queue Schedule and ensure phones are always manned and voicemails processed.
  • Contribute to Bentley Communities to provide public information on product workflows and answer user queries.
  • Update the Team Technical Knowledge Base and share updates with the team.
  • Reoccurring Product training through internal Pathways, Wikis, videos etc.
  • Communicate potential Defects/Enhancements to the Product Management/Development teams.
  • Provide a handover of issues to other colleagues with appropriate documentation when required.

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