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Technical Support Engineer

Date: Sep 22, 2022

Location: Manila, PH

Company: Bentley Systems

Job Description:

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

 

This is a position within our Powered by iTwin Product Support Team. As part of the team the technical support engineer is responsible for providing assistance to our Users via phone, e-mail, and web-portal.  This is a hands-on position that will interface with our users as well as our development, professional services, and other User Success departments. 

 

The position is responsible for problem analysis and resolution using common knowledge, research, and collaboration with Bentley Systems colleagues.

 

Responsibilities:

  • Provide users with technical assistance for iTwin Product Service Requests via phone, e-mail, and customer relationship management tools.
  • Advise and educate users on accurate usage of the product.
  • Work in a fast-paced environment while collaborating with internal and external stakeholders.
  • Research and identify solutions to iTwin Product functionality/features.
  • Ask users questions and troubleshoot issues to identify the root of the problem.
  • Maintain accurate notes and details on user-initiated Service Requests.
  • Communicate with team members regarding ongoing issues.
  • Update and follow-up with users over the phone/email on existing Service Requests.
  • Act as a liaison between Users and Product Management and Development staff.
  • Properly escalate unresolved issues to appropriate colleagues and teams.
  • Engage in Team Conference calls to discuss issues and collaborate on solutions.
  • Adhere to the Phone Queue Schedule.
  • Document processes and procedures, update the Technical Knowledge Base, and share updates with the team.
  • Contribute to The Bentley Communities and respond to user questions and issues.
  • Increase your Product Knowledge by focusing on new topics, take Training courses, read Wikis, watch videos etc.
  • Report Defects found during the Support process to the Product Advancement Groups.
  • Follow the process for Enhancement Requests for the Product Management & Development teams to evaluate.
  • Work on career goals and personal development skills to become a more effective and valuable colleague.

 

Qualifications:

  • Three to five years of experience in technical support and exposure to global user interaction.
  • Proven experience with external user-facing support roles.
  • Beginning to intermediate knowledge of relational databases: Microsoft SQL Server and structured query language scripting.
  • Should have Intermediate knowledge of 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.
  • Have emotional intelligence when talking with users, and the ability to transfer this knowledge in a clear concise manner
  • Exposure to answering questions via Service Requests and Chat or Blog forums.
  • Have the ability to work well with colleagues globally to help address user issues.
  • Have the ability to manage time effectively by delegating, prioritizing and scheduling tasks to ensure they are completed within the expected timelines.
  • Be a motivated self-starter with the ability to work both independently and in a team.

 

Important Assets: 

  • Exposure to commercially available tools regarding Help Desk Support
  • Product knowledge of Design Review, Bentley’s premiere Digital Twin solution
  • Prior experience with CAD Software products; MicroStation, AutoCAD, Civil 3D, Revit
  • BIM modelling or 3D Design / Fusion software
  • API Programming skills
  • SQL Scripting or other experience using the Structured Query Language
  • CAD Administrator role, being able to manage multiple systems and solutions


Job Segment: Technical Support Engineer, CAD, Drafting, Engineer, AutoCAD, Engineering