Technical Support Engineer

Location: Hybrid - Pune or Hybrid - India

Position Summary:

Bentley Systems is seeking a talented Technical Support Engineer (entry-level Mechanical/Chemical Engineer) to become a valued member of our Plant support team, within our Global Technical Support business. This position is responsible for providing remote technical support to our users’ issues – which arrive via our ServiceNow portal and phone system – for our mission-critical Bentley OpenPlant (OpenPlant Modeler, OpenPlant PID, OpenPlant Isometrics Manager, and integral products such as BRCM, ProStructures, BIM, etc). This position is also responsible for creating content such as KB articles, manuals and videos as part of the user-support experience. This is a hands-on position that interfaces with our users, development team, solutions engineering and sales. 

We will rely on you for the following: 

• Participating in a 24/5 global support environment.
• Working predominately ANZ hours, with flexibility to work in different shift times when required.
• Care about our users and focus on making sure our products can support their success.
• Provide technical diagnosis and resolution to reported issues regarding specific Bentley Products.
• Advise and educate users on accurate Bentley Products workflows.
• Accurately and timely update providing clear information on resolution progress.
• Proactively drive resolution of cases collaborating with internal and external stakeholders.
• Document and monitor software defects. 
• 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.
• Contributing to content creation and revision across videos, technical tutorials, blogs, KB articles, etc.
• Building strong relationships with users to become a ‘trusted advisor’.

 What You Bring to The Team: 

• Bachelor’s degree, preferably in Mechanical, Chemical Engineering or other related disclipline.
• 1-3 years’ experience in engineering and technical support, ideally in a cloud-based environment.  
• A ‘user first’ approach and strong critical thinking; with a desire to solve problems with excellent troubleshooting skills.
• Professionalism, patience and empathy. 
• Excellent written and oral communication as well as strong user-facing skills. 
• Strong ability to keep accurate and thorough notes on support tickets.
• Technical acumen with ability to convey complex technical details and adapt the language to users and stakeholders. 
• Adaptability and passion to learn and provide exceptional outcomes to the user. 
• Ability to ask targeted questions to understand product issues quickly and efficiently. 
• High emotional intelligence when talking with users and the ability to methodically document information. 
• Strong collaborative skills to work closely with global colleagues in a team environment. 
• Ability to manage time effectively by, prioritizing, scheduling, escalating and delegating tasks when necessary, to ensure they are completed within expected timelines. 
• A positive attitude and commitment to be part of the solution. 

Key Technical Assets: 

• Exposure to Bentley Systems’ products or capital infrastructure software.
• Exposure to MicroStation, AutoCAD, ProjectWise or BIM.
• Fundamental knowledge of database as MS Access, SQL would be an asset.
• Knowledge of IT Service Management, including frameworks such as ITIL.

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.

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, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent’s software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations. Bentley Systems’ 5,200 colleagues generate annual revenues of more than $1 billion in 194 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.