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Technical Support Engineer

Date: Jun 9, 2022

Location: Manila, PH

Company: Bentley Systems




Position: Technical Support Engineer

Location: V-Connected, Philippines


Bentley Systems is seeking a talented individual to become a valued member of our successful team as a Technical Support Engineer. This position is part of our Building Global User Success team. The Building Global User Success 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, Product Management, Quality Assurance, Marketing and Sales teams.


As part of the Global User Success 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:


  • Serve as the primary support liaison between the Customer and Bentley Systems in a 24 x 5 environment.
  • 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 for Global users (different time zones).




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





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




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