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Technical Support Engineer

Date: Jan 19, 2023

Location: MX

Company: Bentley Systems

Position Summary:

 

Bentley Systems is seeking a talented individual to become a valued member of Product Support team as a Technical Support Engineer, in Mexico.  As part of the User Success Product Support team the technical support engineer is responsible for providing technical assistance on the product via (inbound/outbound) phone, e-mail, and web-portal. 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, and escalation involving Bentley’s supported products.

Full training in the Support role and our software will be provided.

 

This role would be ideal for an engineering or computer science graduate looking to build a career in support.

 

Responsibilities:

 

  • Provide troubleshooting and technical assistance for BCDE Product functionality/features to users via e-mail, service tickets, phone, and web-portal.
  • 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.
  • Advise and educate users on accurate usage of the Product and address specific use cases reported on the Support Request
  • Work in a fast-paced environment while collaborating with internal and external stakeholders.
  • Act as a liaison between users and Product Management/Development.
  • Research and identify solutions to BCDE Product functionality/features.
  • Ask users targeted questions to quickly understand the root of the problem.
  • Maintain accurate notes and details on user support requests.
  • Properly escalate unresolved issues to appropriate internal teams (e.g., software developers).
  • Communicate with team members regarding current/ongoing issues via daily scrum calls.
  • Document software problem defects for review and take corrective actions.
  • Document technical knowledge in the form of Knowledgebase Articles or Communities Posts.
  • Meet with internal Bentley teams to provide the users’ perspective on our products and services

 

Daily activities/tasks:

 

  • Provide friendly and efficient support – including providing advice - to clients and colleagues. This is not a 1st level support; the responsibility for the ticket will always remain with you.
  • Log all incoming support requests and be responsable for them.
  • Take responsibility for the resolution of problems, even if you cannot resolve the problem without assistance.
  • Obtain a precise description of the problem and the circumstances under which it occurs
  • From the details you obtained, reproduce the problem
  • Based on an in-depth understanding of our software, be able to solve many support requests directly
  • For bugs or unexpected behavior, find previous occurrences of this problem or identify it as new – pass to Development
  • Devise a workaround until a permanent solution is found
  • Analyze and investigate complex issues either until they are resolved or require to be escalated
  • Maintain accurate records of all calls, emails, and discussions
  • Consult with colleagues, where required, to obtain an appropriate resolution to calls
  • Liaise with the client, informing them of progress and/ or requesting further information as necessary
  • Provide feedback on product enhancements to the Product Team

 

Qualifications:

 

  • Excellent communication skills, both written and verbal, are essential
    • Ability to explain complex concepts clearly and succinctly
  • Logical and good at problem-solving – ability to investigate problems
    • A good degree in a science or computing-based subject is preferred as it demonstrates the logical thinking and problem-solving skills which we need.
  • Experience of a help-desk environment is not required but beneficial
  • General Skills
    • Good knowledge of Microsoft Office products, particularly Microsoft Outlook is expected
    • Able to prioritize and manage several tasks at once
    • Well-organized and thorough
    • Good level of English (speak, write, listen)
  • Experience
    • At least 1 years’ experience of working in an office environment would be highly beneficial
    • Experience of a range of software applications would be advantageous
    • Some programming experience may be useful

 

What We Offer:

 

  • A great Team and culture.
  • 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.

 

 

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/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.

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 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/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.


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