Technical Support Engineer

Technical Support Engineer

Location: Mexico (Remote, Hybrid, or Office-Based)

Position Summary:

Bentley Systems is seeking a dedicated and experienced Technical Support Engineer to join our highly successful global Application Support team. Focusing primarily on our Transport Network and Asset software portfolio, you will initially specialize in our premier bridge inspection products before expanding your expertise into other critical application areas.

Joining a mature and collaborative team, this position is ideal for an experienced support professional who is accustomed to navigating Enterprise Systems within Hosted/SaaS environments. In this pure product support role, you will be instrumental in driving user success through expert problem analysis, issue replication, technical documentation, and swift resolution for Bentley’s suite of supported products.

Responsibilities:

• Technical Troubleshooting: Perform in-depth diagnostics to identify root causes and resolve application issues quickly and effectively, followed by rigorous testing to ensure successful solutions.
• Customer Communication: Provide exceptional, timely technical support to users via web portals, email, and phone, maintaining a "user-first" mentality.
• Incident Management: Accurately document user inquiries, troubleshooting steps, and incident resolutions using our online case management system (e.g., ServiceNow) and internal knowledge bases.
• Escalation & Collaboration: Escalate highly complex issues to senior engineers or development teams as required, while working collaboratively to communicate user requirements in team meetings.
• Knowledge Sharing: Create clear, accurate, and helpful content for Bentley Communities to empower users and reflect real-world product usage.
• Continuous Learning: Proactively build your knowledge of Bentley workflows, stay up-to-date with primary and adjacent product functionalities, and improve front-end troubleshooting skills by understanding the broader needs of the user's business.

Qualifications:

• Education: Bachelor’s degree in Civil Engineering, Infrastructure, Information Technology, or a closely related field.
• Experience: 2+ years of dedicated experience in a highly technical Product Support or Application Support role.
• Technical Environment: Proven experience supporting Hosted Applications and SaaS environments. (Note: This is a pure software product support role focused on application functionality and user workflows, not backend infrastructure management).
• Tools: Hands-on experience with enterprise ticketing and case management systems (ServiceNow is highly preferred).
• Analytical Skills: Exceptional problem-analysis and logical troubleshooting skills, with the ability to ask probing, open-ended questions to accurately diagnose complex issues.
• Customer Service: Strong dedication to customer success, with excellent active listening skills and the ability to support both internal and external stakeholders effectively.
• Communication: Fluent in English with outstanding written and verbal communication skills, including the ability to accurately document technical processes.

Desirable:

• Industry Knowledge: Familiarity with North American bridge inspection processes and methodologies.
• Government/Regulatory Exposure: Previous experience working with or supporting US Departments of Transportation (DOTs).
• Compliance Standards: Knowledge of federal compliance and submission standards, specifically the Specifications for the National Bridge Inventory (SNBI).

What We Offer:

• A great Team and culture – please see our colleague video. 
• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this short documentary about how we got our start. 
• An attractive salary and benefits package. 
• A commitment to inclusion, belonging, and colleague well-being through global initiatives and resource groups. 
• A company committed to making a real difference by advancing the world’s infrastructure for a better quality of life, where your contributions help build a more sustainable, connected, and resilient world. Discover our latest user success stories for an insight into our global impact. 

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About Bentley Systems

Around the world, infrastructure professionals rely on software from Bentley Systems to help them design, build, and operate better and more resilient infrastructure for transportation, water, energy, cities, and more. Founded in 1984 by engineers for engineers, Bentley is the partner of choice for engineering firms and owner-operators worldwide, with software that spans engineering disciplines, industry sectors, and all phases of the infrastructure lifecycle. Through our digital twin solutions, we help infrastructure professionals unlock the value of their data to transform project delivery and asset performance. 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.

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