Bentley Systems is seeking a talented individual to become a full-time member of our successful team as a Technical Support Engineer. As part of the Bentley Support group, focusing on Asset Performance & Reliability software users around the globe - from Australia to America time zones. The technical 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.

 

Key Responsibilities

• 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

 

Requirements

• Higher-Level degree (marked specific, i.e., Bachelor’s Degree, Associate Degree, etc.) or equivalent experience in Engineering, IT, Support.

• Skill development ability for delivery of support including business software applications

• A "user first" attitude and desire to help solve problems

• Ability to ask open-ended questions and active listening

• Ability to perform basic troubleshooting

• Critical thinking skills

• Ability to work in a global, multicultural environment

• Strong communication skills, both written and verbal

• Fluent in English

• Multi-skilled: Voice, Email, Chat support

• Proficiency in documenting accurately and clearly troubleshooting steps (tests and configurations changes) and results

• Strong problem-solving skills and able to address issues as they arise

• Strong customer service skills for both internal and external customers (patience, friendliness, explaining in a clear and concise manner)

• Trained on workstation computers

 

What We Offer

• A great Team and culture – please see our Recruitment Video.

• 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, and industrial facilities. Our offerings include MicroStation-based applications for modeling and simulation, ProjectWise for project delivery, AssetWise for asset and network performance, and the iTwin platform for infrastructure digital twins. Bentley Systems employs more than 4,000 colleagues and generates annual revenues of more than $700 million, in 172 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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