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Technical Support Engineer

Date: Nov 24, 2021

Location: Mexico DF, MX, 03720

Company: Bentley Systems

About Bentley Systems

 

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 geosciences software portfolio, and the iTwin platform for infrastructure digital twins. Bentley Systems employs more than 4,000 colleagues and generates annual revenues of more than $800 million in 172 countries.

www.bentley.com

 

 

Bentley Systems is seeking a talented individual to become a valued member of Product Support team as a Technical Support Engineer I, in our Mexico City, Mexico office.  As part of the User Success Product Support team the technical support engineer is responsible for providing technical assistance on the product via (inbound/outbound) 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 sales departments.  The position is responsible for problem analysis, documentation, resolution and escalation involving Bentley’s supported products.

 

Location: This position will be located in our Mexico City office. **Please submit resume in English**

 

Responsibilities

  • Provide troubleshooting and technical assistance for ProjectWise Product functionality/features to users via e-mail, service tickets, phone and web-portal (BE Communities.)
  • 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.
  • Advise and educate users on accurate usage of the Product and address specific use cases reported on the Service Requests.
  • Work in a fast-paced environment while collaborating with internal and external stakeholders.
  • Act as a liaison between users and Product Management/Development.
  • Research and identify solutions to ProjectWise Product functionality/features.
  • Ask users targeted questions to quickly understand the root of the problem
  • Maintain accurate notes and details on user support requests.
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Communicate with team members regarding current/ongoing issues via daily scrum calls.
  • Document software problem defects for review and take corrective actions.
  • Document technical knowledge in the form of Knowledgebase Articles or Communities Posts.
  • Meet with internal Bentley teams to provide the users’ perspective on our products and services.

 

Qualifications

  • Minimum 2 years’ experience in technical support with exposure to global user interaction.
  • Knowledge of ProjectWise or similar document management systems such as Documentum, Vault, Aconex
  • Experience in Administration of Engineering Information/Document Management systems
  • Intermediate knowledge of relational databases: Microsoft SQL Server or Oracle.
  • Beginning 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.
  • Possess excellent written and verbal communication skills.
  • Strong critical thinking: with a desire to solve problems with excellent troubleshooting skills.
  • Ability to work well with Global colleagues to help address user issues.

 

 

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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.


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