Technical Support Engineer - ProjectWise

Date: Apr 2, 2024

Location: Mexico DF, MX

Company: Bentley Systems

Technical Support Engineer 


Location: Office-Based Mexico City / Home-Based Mexico / Hybrid Mexico city


Position Summary:

Bentley Systems is seeking a talented individual to become a valued member of our Product Support team as a Technical Support Engineer (TSE). The role requires providing technical assistance to our users, via our web-portal and phone system, for a mission-critical Document Management Products. This is a hands-on position that interfaces with our users, Development team, Professional Services colleagues, and the Sales department.


Your Day-to-Day:

  • Provide technical diagnosis and resolution to reported issues regarding ProjectWise.
  • Advise and educate users on accurate ProjectWise workflows.
  • Properly escalate unresolved issues to the appropriate internal teams, acting as a liaison between users and Product Management/Development.
  • Maintain accurate updated notes and details on user issues.
  • Document software defects and create technical knowledge in the form of Knowledgebase Articles or Communities Posts.
  • Communicate with team members regarding current/ongoing issues via daily scrum team calls.
  • Work in a fast-paced environment while collaborating with internal and external stakeholders.


What You Bring to The Team:

  • Bachelor’s Degree with 2+ years of experience in Product Technical Support and exposure to Global user interactions.
  • Beginner to Intermediate knowledge of relational databases: Microsoft SQL Server or Oracle.
  • Beginner 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.
  • Ability to ask targeted questions to understand product issues quickly and efficiently.
  • Strong critical thinking/troubleshooting skills.
  • Excellent written and verbal communication skills.
  • A motivated self-starter with a "user first" approach and desire to solve problems.
  • Professionalism, patience, friendliness, and clarity, when providing responses both Internally and Externally.
  • Emotional intelligence when talking with users and the ability to methodically document information.
  • Exposure to answering queries via a Customer Relationship Management (CRM) system and Public Community forums.
  • Ability to work well with Global colleagues in a team environment.
  • Ability to manage time effectively by, prioritizing, scheduling, and delegating tasks to ensure they are completed within expected timelines.


Other potential assets:

  • Product knowledge of ProjectWise or similar Document Management Systems such as: SharePoint, Documentum, Vault, Aconex, etc.
  • Prior experience with CAD Software Tools such as: MicroStation, AutoCAD, Revit, Civil 3D, etc.


What We Offer:


  • A great Team and culture – please see our Recruitment Video.
  • An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
  • Competitive Salary and benefits.
  • The opportunity to work within a global and diversely international team.
  • A supportive and collaborative environment.
  • Colleague Recognition Awards.

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