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Technical Support Engineer

Date: Sep 22, 2022

Location: Pune, IN, 411028

Company: Bentley Systems

Who We Are:

 

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. Bentley Systems

Position: Technical Support Engineer

 

Location: Pune - India

 

Position Summary :

 

Bentley Systems is seeking a talented individual (Entry Level - Mechanical/Chemical Engineer) to become a valued member of Global Support Team. This position is part of our Plant Global User Success team. The Plant Global User Success team is responsible for the ongoing development and implementation of new products, features, and support in Bentley’s OpenPlant (OpenPlant Modeler, OpenPlant PID, OpenPlant Isometrics Manager & integral products like BRCM/ProStructures, BIM Etc.) Products.  The team interacts with Professional Services, Product Development, Product Management, Quality Assurance, Marketing and Sales teams.

 

As part of the Global User Success team the technical support engineer is responsible for providing technical and user support via phone, e-mail, and web-portal for Bentley’s users. 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, escalation and creating content (like manuals, videos, etc.) involving Bentley’s supported products. 

 

Job Description:

 

  • Serve as the primary support liaison between the Customer and Bentley Systems in a 24 x 5 environment.
  • Provide prompt and courteous troubleshooting and technical support to users via e-mail, phone, and web-portal.
  • Provide On-site assistance in complex technical solutions requiring changes to core functionality, code, and systems operation.
  • 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.
  • Troubleshoot the users support request using the available tools and resources while following the appropriate processes and procedures.
  • Advise and train users regarding the product’s proper use and address specific user issues.
  • Act as liaison between user and development support.
  • Provide proper diagnosis and resolution to the user.
  • Keep accurate notes and details on user support requests.
  • Communicate with staff members regarding current/ongoing issues.
  • Document software problem defects for review and corrective action.
  • Meet with internal Bentley teams to provide the users perspective on our products and services.
  • Creates tests, tools, and diagnostic procedures for use by product support personnel.
  • May quality check technical product documentation.
  • Should participate & contribute in writing blogs, wiki’s, Tech articles on company’s portal.
  • Should create content (e.g. Wikis, Videos, technical tutorials, etc.) for the product features and operations.
  • Able to work in different shift hours for Global users (different time zones).
     

 Qualifications

  • Bachelor’s degree, Preferable in Mechanical/Chemical, or other related discipline.
  • 1-6 years of Experience in relevant field
  • Some experience in BIM applications would be added benefit.
  • Knowledge of MicroStation, AutoCAD, Bentley Plant Application (OpenPlant) or exposure in ProjectWise would be an asset.
  • Possess excellent written and verbal communication skills.
  • Good analytical skills.
  • Good English communication skills.
  • Good communication/writing skill in any global language would have added benefit.
  • A motivated self-starter with the ability to work independently.

 

Keywords:  

Mechanical, Chemical, MicroStation, OpenPlant, BIM.

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


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