Senior Technical Support Engineer

Senior Technical Support Engineer

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 a deep understanding of the product(s) in their domain. Persistently debugs the most complex issues by finding the root cause or a viable workaround. Provides oversight, coaching, and guidance to colleagues in the team and is the gatekeeper of the cooperation between Global Technical Support and Product Advancement Group.

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.
• Serves 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.

Minimum experience of 5 years and overall experience of 5 to 7 years, 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. Good to have an 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) concerning administration and debugging.

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

Step into a collaborative work environment where ideas flourish, and teamwork propels us forward towards shared success; see our colleague video for a taste of our culture and watch this short documentary about how we got our start.

• An attractive salary and benefits package.
• Bentley Impact Day: take a day off from work to volunteer with an organization of your choice.
• Celebrate milestone achievements and moments that matter through our colleague recognition award programs and our Bentley Achievers platform.
• A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups.
• Be part of a company committed to making a real difference by advancing the world's infrastructure for better quality of life, where your contributions help build a more sustainable, connected, and resilient world. Discover our latest user success stories for an insight into our global impact.

Around the world, infrastructure professionals rely on software from Bentley Systems to help them design, build, and operate better and more resilient infrastructure for transportation, water, energy, cities, and more. Founded in 1984 by engineers for engineers, Bentley is the partner of choice for engineering firms and owner-operators worldwide, with software that spans engineering disciplines, industry sectors, and all phases of the infrastructure lifecycle. Through our digital twin solutions, we help infrastructure professionals unlock the value of their data to transform project delivery and asset performance.

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.