Technical Support Engineer

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

Bentley Systems is seeking a talented individual to become a full-time Technical Support Engineer for our AssetWise product line. AssetWise focuses on the Performance, Maintenance, and Reliability of large infrastructure, with typical business users in the Oil, Gas, Transportation (Road & Rail), and Utility industries.  Support for these companies is normally a Business-to-Business (B2B) model with a successful candidate working with teams to collect information, build a test environment then replicate the issue to troubleshoot and find a resolution.

What You Bring to The Team:

• Bachelor's degree in Mechanical Engineering, Production Engineering, Computer Engineering, or equivalent experience
• A "user first" attitude and desire to help solve problems
• 2-6 years of related experience
• Strong communication skills, both written and verbal
• Fluent in English
• Skill development ability for delivery of support including business software applications
• Ability to ask open-ended questions and active listening
• Critical thinking skills
• Ability to work in a global, multicultural environment
• Multi-skilled: Voice, Email, and Chat Support
• Proficiency in documenting accurately and troubleshooting steps (tests and configurations changes) and results
• Strong problem-solving skills and ability to address issues as they arise
• Strong customer service skills for both internal and external customers (patience, friendliness, and explaining clearly and concisely)
• Trained on workstation computers

Knowledge of the following technologies is a positive:

• Familiarity with databases, SQL Server and Azure SQL
• Familiarity with IIS web server
• Windows and Azure Server technology

Knowledge of the following practices is a positive:

• • Fourth Industrial Revolution, 4IR, or Industry 4.0 - ongoing automation of traditional manufacturing and industrial practices, using modern smart technology, large-scale machine-to-machine communication (M2M), and the internet of things (IoT).
• Enterprise asset management (EAM)  - the management of the maintenance of Physical assets / Tags of an organization throughout each asset's lifecycle.
• Building Information Management (BIM) - The generation and management of digital representations of physical and functional characteristics of places, including Digital Twin concept
• Configuration Management II (CMII) - An enterprise-wide approach to control change and configuration management

Your Day-to-Day:

• Providing timely responses to Users for technical issues via emails, web, and phone for one product line
• Managing client inquiries and accurately documenting incidents via an online case management tool & knowledge base
• Performing troubleshooting to diagnose the root cause and resolve the issue quickly and effectively
• Performing testing to ensure that the solution was successful
• Escalating more complex issues when needed
• Improving front-end troubleshooting skills while learning to understand (and addressing) the needs of the user's business. This can include working through the LEARN Server, and other self-led training material from the Bentley-provided training portals
• Staying up to date with primary products and knowledge of the base functionality of adjacent products
• Create clear and accurate contributions to Bentley Community forum posts, knowledge base articles, and wikis that accurately reflect the use of the product
• Different working times may be available - Bentley aims to have support colleagues around the globe to avoid shifts being required
• Learning to work collaboratively on a team and communicate in meetings
• Proactively asks questions and reaches out for help when needs assistance

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