Technical Support Engineer

Position Summary:

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

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:

• Product knowledge of ProjectWise product suites or similar document management systems such as Documentum, Vault, Aconex is required.
• Advanced, progressive experience in the Administration of Engineering Information/Document Management systems.
• Proven success in all aspects in ProjectWise Administration.
• Strong understanding of ProjectWise infrastructure.
• 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 relational databases: Microsoft SQL Server or Oracle.
• Beginning to intermediate knowledge of IIS (Internet Information Services),
• Must have Intermediate knowledge of Networking (DNS, TCP\IP, FQDN, cluster environments).
• Must have Intermediate knowledge of Windows Operating System (Server and client) with respect to administration and debugging.
• A "user first" approach and strong critical thinking; with a desire to solve problems with excellent troubleshooting skills.
• Internal and External Communication to be handled with patience, friendliness, and clarity.
• Emotional intelligence when talking with users and the ability to document in a methodical manner.
• Exposure to answering queries via Service Requests and Communities forum posts.
• Ability to work well with Global colleagues to help address user issues.
• Ability to manage time effectively by delegating, prioritizing, and scheduling tasks to ensure they are completed in the expected timelines.
• A motivated self-starter with the ability to work independently and in a team.

Daily activities/Tasks:

• Review individual Service Request Backlog and prioritize Aged and Escalated Requests.
• Reproduce issues in-house on test systems (Virtual Machines) to isolate the cause of the problem.
• Monitor the Team Service Request Queue and pick issues in the order of priority, impact, and age of the Service Request.
• Update and follow-up with users over the phone/email on existing Requests.
• Engage on Team Scrum calls to discuss issues and liaison with the team
• Adhere to Phone Queue Schedule and ensure phones are always manned and voicemails processed.
• Contribute to Bentley Communities and answer user queries.
• Update the Team Technical Knowledge Base and share updates with the team.
• Upskill on Product Knowledge by focusing on a new topic every week. Consume Training through internal Pathways, Wikis, videos etc.
• Channelize potential Defects/Enhancements to the Product Management/Development teams.
• Provide a handover to the next shift with appropriate documentation when needed.

Pluses:

• Experience with MicroStation, AutoCAD, Revit, Civil 3D, IPLOT (Printing\Plotting).
• Knowledgeable with extended ProjectWise features (Publishing such as ICS for PDF, BAS; Bentley cloud features such as Deliverables Management, ProjectWise Drive, ProjectWise Projects, WSG, etc.)

#LI-Remote

#LI-RB1

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 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.