POSITION SUMMARY:

Bentley Systems is seeking a talented individual to become a valued member of the Product Support team as a Technical Support Engineer. As part of the Global Technical 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

QUALIFICATIONS:

• 2+ years of experience in technical support and exposure to global user interaction.
• Bachelor’s degree in IT, Engineering, or related fields.
• Experience or Knowledge with ProjectWise product suites or similar document management systems such as Documentum, Vault or Aconex.
• Experience with the Administration of Engineering Information/Document Management systems.
• Experience or knowledge with relational databases: Microsoft SQL Server or Oracle.
• Experience or knowledge with Networking (DNS, TCP\IP, FQDN, cluster environments).
• Experience or knowledge with the Windows Operating System (Server and client) for administration and debugging.
• A “user first” approach and strong critical thinking, with a desire to solve problems with excellent troubleshooting skills.
• Emotional intelligence when talking with users, and the ability to document methodically.
• Exposure to answering queries via Service Requests and Communities forum posts.
• Ability to work well with Global colleagues to help address user issues.
• Ability to manage time effectively by delegating, prioritizing, and scheduling tasks to ensure they are completed in the expected timelines.
• A motivated self-starter with the ability to work independently and in a team.

• Review individual Support Case Backlog and prioritize Aged and Escalated Requests.
• Reproduce issues in-house on test systems (Virtual Machines) to isolate the cause of the problem.
• Monitor the Team Support Cases Queue and pick issues in the order of priority, impact, and age of the Service Request.
• Update and follow up with users over the phone/email on existing Requests.
• Engage in Team Scrum calls to discuss issues and liaison with the team
• Adhere to Phone Queue Schedule and ensure phones are always manned and voicemails processed.
• Contribute to Bentley Communities and answer user queries.
• Update the Team Technical Knowledge Base and share updates with the team.
• Upskill on Product Knowledge by focusing on a new topic every week. Consume Training through internal Pathways, Wikis, videos, etc.
• Channelize potential Defects/Enhancements to the Product Management/Development teams.
• Provide a handover to the next shift with appropriate documentation when needed