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Technical Support Engineer

Date: Sep 15, 2022

Location: Manila, PH

Company: Bentley Systems

Location :

Anywhere in Philippines or Pune

 

Job Description:

Bentley Systems is seeking a talented individual to become a valued member of our Product Support team as a Technical Support Engineer. 

 

This is a position managed by the Geospatial Product Support Team, within the Bentley Global User Success Group.  As part of the team, the Technical Support Engineer is responsible for providing technical assistance to our Users via telephone, e-mail, and web-portal, primarily via Service Requests.  Mastery of the English language is a must. This is a hands-on position that will interface with our Users as well as Bentley Product Group staff, including the Professional Services and Sales departments. The position is responsible for accomplishing the goals and objectives of the Global User Success group, including but not limited to problem identification and analysis, troubleshooting, resolution, and reporting.

 

Responsibilities

  • Provide Users with technical assistance and troubleshooting for Geospatial Desktop Product functionality/features via e-mail, Service Requests, phone (inbound/outbound) and web-portal
  • Advise and educate Users on accurate usage of the Product and address specific use cases reported on the Service Requests
  • Collaborate in a fast-paced environment with internal and external stakeholders
  • Act as a liaison between Users and Product Management/Development staff
  • Research and identify workarounds and solutions to issues involving Geospatial Desktop Product functionality/features
  • Efficiently depose stakeholders and review case materials to generate an accurate and timely assessment of the core issue(s).
  • Maintain accurate notes throughout the request lifecycle
  • Properly escalate unresolved issues to appropriate internal stakeholders
  • Inform and communicate with team members daily regarding ongoing issues
  • Test and document software defects for review
  • Document technical knowledge by writing articles and/or posting web-portal Forum replies
  • Convey Users' perspective on our products and services to internal stakeholders as needed
  • Adhere to Phone Queue Schedules and ensure voice-mail messages and recordings are always answered promptly
  • Increase your product knowledge and career-advancement goals by focusing on new areas and topics

 

Qualifications:

  • A Bachelor’s Degree with 3 -5 years of experience in technical support and exposure to global user interaction
  • Must have beginning to intermediate knowledge of spatial databases and related formats: Microsoft SQL Server or Oracle Spatial; PostGIS, ESRI Geodatabase, ArcGIS Server
  • Must have Intermediate knowledge of the Microsoft Windows operating system (Server and client) with respect to administration and debugging
  • Possess excellent written and verbal communication skills
  • A "User first" approach and strong critical thinking; with a desire to solve problems with excellent troubleshooting skills
  • Communication, both internal and external to be handled with patience, friendliness, and clarity
  • Emotional intelligence when talking with Users and the ability to document interactions in a methodical manner
  • Ability to work well with colleagues across the globe
  • Ability to manage time effectively by delegating, prioritizing, and scheduling tasks to ensure they are completed within the expected timelines
  • A motivated self-starter with the ability to work independently and as part of a team

 

Complementary Skills:

Though not mandatory, additional desirable skills include:

  • Prior experience with Bentley GIS and CAD modeling software tools such as MicroStation, OpenCities Map, and Engineering Design software applications, including iModlel.js tools and Design Review
  • Product knowledge of ProjectWise or similar document management systems
  • Desktop document and file management solutions, including SharePoint, Microsoft Office (including Teams), Azure Dev Ops, Virtual Machines, etc.

 

 

Who We Are:

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, mining, and industrial facilities. Our offerings include MicroStation-based applications for modeling and simulation, ProjectWise for project delivery, AssetWise for asset and network performance, Seequent's leading geoprofessional software portfolio, and the iTwin platform for infrastructure digital twins. Bentley Systems employs more than 4,500 colleagues and generates annual revenues of approximately $1 billion in 186 countries.

www.bentley.com

 

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/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.

 

#LI-SB1

 


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