Senior Technical Support Engineer

Location: Home-based/Hybrid in the US

Position Summary:

Bentley Systems is seeking a talented individual to become a valued member of our iTwin Support Team.  A Senior Technical Support Engineer plays an essential role in supporting our users by solving their technical issues, thereby enabling successful user outcomes through a proactive, services-based business model that is in alignment with our users’ needs, while increasing the adoption of our products and services worldwide.

Responsibilities:

• Cares about our users and focuses on making sure our products can support their success.
• Answering user technical support requests by phone, e-mail, and web portals.
• Perform Advance software troubleshooting techniques, responsible for appropriate referral to other support and quality assurance areas such as filing bug and enhancements requests when technical issues are found.
• Resolving users’ questions or problems in the areas of installation, configuration, and product functionality.
• Serves as primary support liaison between Bentley Systems and users for urgent issues.
• Promoting and maintaining a high-quality, professional, service & adoption-oriented company image among users.
• Builds strong relationships with users to become a “trusted advisor”.
• 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.
• Maintains accurate and timely notes and details on user support cases and provides 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.
• Work on career goals and personal development skills to become a more effective and valuable colleague.
• Reports Product Defects and influences prioritization of defect fixes with Developers based on user impact and commercial agreement.
• Analyze & identify Case trends that may be a systemic problem to be elevated to Developers.
• This position does not require travel.
• Requires sitting or standing at will while performing work on a computer (or any other physical requirements).

Technical Qualifications:

• Considerable experience in technical support and exposure to global user interaction.
• A “user first” approach and strong critical thinking, with a desire to solve problems with excellent troubleshooting skills.
• Considerable Experience with CAD, modelling, or rendering software.
• Product knowledge of Design Review, Bentley’s premier Digital Twin solution
• Strong Communication skills in English with the ability to convey complex technical details.
• Experience in resolving technical issues via phone, online forums, and e-mail.
• Experience in leading small technical projects
• Experience in mentoring colleagues.
• Advanced level of technical knowledge in the Windows operating systems and Microsoft Office.
• Engineering background, experience with Plant Design, Building Information Management, or Road Design and Modelling.
• The ability to understand the user’s environment to offer the most effective workflow.
• Self-motivated and proactive, possessing a strong desire to learn.
• Experience with CAD Software products; MicroStation, AutoCAD, Civil 3D, Revit, ProjectWise.
• Experience in Cloud-based software support.

Important Assets: 

• Exposure to commercially available tools regarding Help Desk Support
• BIM modelling or 3D Design / Fusion software
• API Programming skills
• SQL Scripting or other experience using the Structured Query Language
• CAD Administrator role, being able to manage multiple systems and solutions

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.

#LI-RB1

#LI-Remote

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 an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, sex, sexual orientation, gender identity, disability, pregnancy, protected veteran status, religion, national origin, age, genetic information or any other protected characteristic.  This commitment extends to all aspects of employment, including, but not limited to, hiring, placement, promotion, compensation, and training. Know Your Rights as an applicant under the law.

Bentley Policy on EEO, Affirmative Action and Pay Transparency Non-Discrimination

Bentley participates in e-Verify / Bentley participate in e-Verify / Right to Work Notice

Request an Accommodation:

As an Equal Opportunity Employer, Bentley is committed to providing reasonable accommodations to applicants with disabilities. We encourage you to request a reasonable accommodation if you are not able to fully use or access our online application system.   You can make an accommodation request by calling 610-458-5000 or sending us an email at disabilityrequest@bentley.com