Technical Support Engineer

Technical Support Engineer 

Location: Philippines (Hybrid or Remote) 

Position Summary: 

Are you ready to start a new journey with a team of energized professionals advancing and connecting the world’s infrastructure? Bentley is looking for a Technical Support Engineer (TSE) to join a talented team of our Product Support that are 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. 

We will rely on you for the following: 

• Care about our users and focused on making sure our products can support their success. 

• Provide technical diagnosis and resolution to reported issues regarding specific Bentley Products. 

• Advise and educate users on accurate Bentley Products workflows. 

• Accurately and timely update providing clear information on resolution progress. 

• Proactively drive resolution of cases collaborating with internal and external stakeholders. 

• Document and monitor software defects 

• 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. 

• Building strong relationships with users to become a “trusted advisor”. 

 What You Bring to The Team: 

• Experience in technical support and exposure to global user interaction. 

• Bachelor’s Degree, preferably in a technical discipline. 

• A "user first" approach and strong critical thinking; with a desire to solve problems with excellent troubleshooting skills. 

• Professionalism, patience and empathy. 

• Excellent written and oral communication as well as strong user facing skills. 

• Technical acumen with ability to convey complex technical details and adapt the language to users and stakeholders. 

• Adaptability and passion to learn. 

• Ability to ask targeted questions to understand product issues quickly and efficiently. 

• Emotional intelligence when talking with users and the ability to methodically document information. 

• 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. 

• Can do attitude, wanting to be part of the solution. 

Key Technical Assets: 

• Knowledge of relational databases: Microsoft SQL Server or Oracle. 

• Knowledge of IIS (Internet Information Services). 

• Knowledge / Exposure to Engineering and Project controls. 

• Knowledge of Networking (DNS, TCP\IP, FQDN, cluster environments). 

• Knowledge of Windows Operating System (Server and Client) with respect to administration and debugging. 

Other Important Assets: 

• Exposure to answering queries via a Customer Relationship Management (CRM) system and Public Community forums. 

• Exposure to coding language. 

• Exposure to Bentley ProjectWise and/or Synchro products 

What We Offer: 

• A great Team and culture – please see our Recruitment Video. 

• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction. 

• Competitive Salary and benefits. 

• The opportunity to work within a global and diverse international team. 

• A supportive and collaborative environment. 

• Colleague Recognition Awards.