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Technical Support Engineer, Construction

Date: Jul 11, 2019

Location: Pune, IN, 411028

Company: Bentley Systems

The Technical Product Support Engineer provides assistance to customers primarily resolving IT related issues and ensures our software is successfully running at our customers. You will diagnose and troubleshoot problems and help our customers install and configure applications.  Technical Support Engineer responsibilities include resolving software technical issues, configuring systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems you will contact clients via phone and/or provide clear, written instructions and technical manuals.  Ultimately, you will be a person our customers trust and rely on to provide timely and accurate solutions to their technical problems.




Research and identify solutions to software issues
Diagnose and troubleshoot technical issues, including account setup and configuration
Ask customers targeted questions to quickly understand the root of the problem
Track computer and software system issues through to resolution, within agreed time limits
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers and product managers)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Maintain relationships with clients

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