Senior Technical Support Engineer

Senior Technical Support Engineer – (ProjectWise)

Position Summary:

Bentley Systems is seeking a talented individual to become a valued member of our Support team. A Support Engineer with high expertise, with significant autonomy and responsibility. This role is expected to complete a wide range of tasks and have advanced knowledge in different Product areas.

Anticipates technical challenges and has deep understanding of the product(s) in their domain. Persistently debugs the most complex issues by finding root cause or a viable workaround.

Provides oversight, coaching and guidance to colleagues in the team and being the gate keeper of the cooperation between Global Technical Support and Product Advancement Group.

Responsibilities:

• Dedicated to our users and committed to ensuring our products support their success.

• Provide Advanced troubleshooting and technical assistance for ProjectWise Product functionality/features.

• Independently scopes, designs, and delivers solutions for large, complex technical issues.

• Interact with users to gather detailed information, collect logs for investigations and ask targeted questions to narrow down the root cause.

• Maintain accurate notes and details on user support cases and provide documentation to users.

• Serve as a point of escalation for facing complex technical challenges.

• Properly escalate issues that require developers to engage appropriate internal teams.

• Share updates on specific issues that could affect multiple users and accounts.

• Document software problem defects for review and take corrective actions.

• Document advanced technical knowledge and gather insights to provide continuous training to the general support organization.

• Act as the go-to person in Technical Support for their area of expertise.

• Influence prioritization of defect fixes with Developers. based on user impact and commercial agreement.

Technical Qualifications:

• Expert knowledge of ProjectWise suite of Products, both Web, Desktop and Server.

• Advanced, progressive experience in the Administration of Engineering Information/Document Management systems.

• Familiarity with programming language (e.g. .Net and C++) and experience in reading and interpreting log files.

• Strong understanding of ProjectWise Integration with other Bentley products.

• Intermediate to Advanced knowledge of relational databases: Microsoft SQL Server or Oracle.

• Intermediate knowledge of IIS (Internet Information Services),

• Intermediate to Advanced knowledge of Networking (DNS, TCP\IP, FQDN, cluster environments).

• Intermediate to Advanced knowledge of Cloud Technologies, Grafana, Kubernetes and related tools.

• Advanced knowledge of Windows Operating System (Server and client) with respect to administration and debugging.

Other qualifications:

• Bachelor’s degree in information technology or relevant technical discipline.

• A "user first" approach and strong critical thinking; with a desire to solve problems with excellent troubleshooting skills.

• Internal and External Communication to be handled with patience, friendliness, and clarity.

• Emotional intelligence when talking with users and the ability to document in a methodical manner.

• Proven experience in technical support and exposure to global user interactions.

• Proven experience of answering queries with interactions with different stakeholders.

• 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.

• Exhibit leadership qualities with team-wide impact

• Leads by example and inspires others.

What We Offer:

• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.

• A great Team and culture – please see our Recruitment video

• Competitive Salary and benefits.

• The opportunity to work within a global and diverse 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, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent’s software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations. Bentley Systems’ 5,200 colleagues generate annual revenues of more than $1 billion in 194 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.