Sr. Technical Support Engineer

Sr. Technical Support Engineer

 

Location: This position is available as a hybrid or fully remote role based in the US.

 

Position Summary: 

Bentley Systems is seeking a qualified professional to join our esteemed Global Technical Support team. This role involves interfacing with users to provide technical support, demonstrations, and training for civil engineering software. The successful candidate will collaborate with our Development group, Professional Services, Quality Assurance, Marketing, and Sales teams. As a key member of the team, you will also support your colleagues by sharing product knowledge and assisting in case resolution. Additionally, you may be required to mentor and train both current and new team members to help them achieve their potential.

 

Responsibilities: 

• Providing technical application support to users, answering complex questions on the use of software to design various civil engineering projects. These projects include roadway design, site design, storm and sanitary sewer design, berm and levee design, rail design, etc.
• Assisting Technical Support Engineers in resolving complex problems and issues
• Keeping and maintaining a close working relationship with the Product Management teams
• Teaching engineers and designers best practices for the available civil engineering and survey software tools, to allow them to accomplish their project goals
• Acting as a consultant to engineering companies and government organizations to implement our design software in their organization or project
• Producing client-facing training and multimedia materials
• Serving as primary support liaison between Bentley and our clients
• Occasionally travelling to user sites for internal training as needed (less than 10% travel)
• Conveying user feedback to product development staff.
• Identifying and presenting user requirements to the Product Management teams in the form of detailed specification documents to enable the enhancement of program commands and workflows
• Possessing thorough knowledge of the client company’s products and other applications used by their users
• Resolving clients' application questions or problems over the telephone in the areas of system configurations/setup, product functionality, and bugs/enhancements.
• Helping to spearhead special projects within the team
• Communicating with all affected parties on how and when problems are resolved
• Managing any additional follow-up, testing, and troubleshooting needed
• Appropriately referring issues to other support and quality assurance areas
• Promoting and maintaining a high-quality, professional, service-oriented company image among users

 

Qualifications:

• Civil Engineering degree or equivalent training and experience
• 3+ years as a Technical Support Engineer or similar

• 1-5 years of experience in road, rail, and site design preferred

• English Language Proficiency, written and verbal communication
• 3+ experience with OpenRoads Designer, InRoads, GEOPAK, MicroStation, AutoCAD, or Civil3D
• Strong critical thinking skills and a desire to solve problems
• Professional Engineering license is a bonus
• There will be minimal travel in this role.
• Requires sitting or standing at will while performing work on a computer (or any other physical requirements).

 

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 diverse international team
• A supportive and collaborative environment
• Colleague Recognition Awards

 

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