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Technical Application Support Engineer

Date: Sep 8, 2022

Location: GB

Company: Bentley Systems

Location: UK or Poland (office-based, hybrid, remote)

 

Position Summary:

Bentley Systems is seeking a talented individual to become a full-time member of our successful team as a Technical Application Support Engineer. As part of the Bentley Support group, focusing on Network and Asset software users around the globe - from Australia to America time zones. The Technical Application 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, replication, and resolution involving Bentley’s supported products.

 

Your Day-to-Day:

  • Provides timely responses to Users for technical issues via phone calls, emails, and web for one product line
  • Manages client inquiries and accurately documents incidents via online case management tool, knowledge base, and scripted actions
  • Performs troubleshooting to diagnose the root cause and resolve the issue quickly and effectively
  • Performs testing to ensure that solution was successful
  • Escalates more complex issues when needed
  • Builds knowledge of product/solution/process
  • 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 Communities that accurately reflect the use of the product
  • Contributes to Bentley Community forum posts, knowledge base articles, and wikis
  • Learning to work collaboratively on a team and communicate in meetings
  • Proactively asks questions and reaches out for help when needs assistance

 

What You Bring to The Team:

  • Experience in Enterprise Software as a Service
  • Experience in Network and Assets, IT, and Support
  • Skill development ability for delivery of support including business software applications
  • A "user first" attitude and desire to help solve problems and address issues as they arise
  • Ability to ask open-ended questions, active listening, and perform basic troubleshooting
  • Proficiency in documenting accurately and troubleshooting steps (tests and configurations changes) and results
  • Critical thinking skills
  • Ability to work in a global, multicultural environment
  • Fluent in English and strong communication skills, both written and verbal
  • Multi-skilled: Voice, Email, Chat support
  • Strong customer service skills for both internal and external customers (patience, friendliness, explaining clearly and concisely)
  • Trained on workstation computers

 

Desirable:

  • SQL experience
  • GIS knowledge 

 

What We Offer:

  • A great Team and culture – please see our Recruitment Video.
  • Excellent Compensation and benefits.
  • An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
  • The opportunity to work within a multi-lingual and diverse international environment.
  • Respectful culture treating all our colleagues as equal.
  • Collaborative and cooperative working environment.
  • Tailored and hands-on training to empower you in your new role.

 

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. 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, national origin, age, or any other protected characteristic.

 

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