Technical Support Engineer

Technical Support Engineer

(Please submit resume in English)

 

Location: Office-based/Hybrid/Home-based, Brazil

 

Position Summary:

 

Bentley Systems is seeking a talented individual to become a valued member of the Product Support team as a Technical Support Engineer.  As part of the Global Technical Support team, the technical support engineer is responsible for providing technical assistance on the product via (inbound/outbound) phone, e-mail, and web portal. 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, resolution, and escalation involving Bentley’s supported products

 

We will rely on you for the following:

 

• Provide troubleshooting and technical assistance for ProjectWise Product functionality/features to users via e-mail, service tickets, phone, and web-portal.
• Assist with all facets of Bentley users and technical support by helping to identify user issues by isolating and resolving the issue or by proper escalation.
• Advise and educate users on accurate usage of the Product and address specific use cases reported on the Service Requests.
• Work in a fast-paced environment while collaborating with internal and external stakeholders.
• Act as a liaison between users and Product Management/Development.
• Research and identify solutions to ProjectWise Product functionality/features.
• Ask users targeted questions to quickly understand the root of the problem.
• Maintain accurate notes and details on user support requests.
• Properly escalate unresolved issues to appropriate internal teams (e.g., software developers).
• Communicate with team members regarding current/ongoing issues via daily scrum calls.
• Document software problem defects for review and take corrective actions.
• Document technical knowledge in the form of Knowledgebase Articles or Communities Posts.
• Meet with internal Bentley teams to provide the users’ perspective on our products and services.

 

Responsibilities:

 

• Review individual Support Case Backlog and prioritize Aged and Escalated Requests.

• Reproduce issues in-house on test systems (Virtual Machines) to isolate the cause of the problem.
• Monitor the Team Support Cases Queue and pick issues in the order of priority, impact, and age of the Service Request.
• Update and follow-up with users over the phone/email on existing Requests.
• Engage on Team Scrum calls to discuss issues and liaison with the team
• Adhere to Phone Queue Schedule and ensure phones are always manned and voicemails processed.
• Contribute to Bentley Communities and answer user queries.
• Update the Team Technical Knowledge Base and share updates with the team.
• Upskill on Product Knowledge by focusing on a new topic every week. Consume Training through internal Pathways, Wikis, videos, etc.
• Channelize potential Defects/Enhancements to the Product Management/Development teams.
• Provide a handover to the next shift with appropriate documentation when needed
• This is a full-time role expected to work 40 hours per week, office-based, hybrid, or home-based in Brazil.
• Required sitting or standing at will while performing work on a computer (or any other physical requirements). The role requires communication with managers, peers, and other colleagues of the company in person (on occasion), and by utilizing Microsoft Teams chat, calling, and meeting functions.
• There is no travel required with this role.

 

 Qualifications: 

 

• Bachelor’s degree in IT, Engineering, related fields, or relevant training and experience.
• 2+ years of experience in technical support and exposure to global user interaction.
• Experience or Knowledge with ProjectWise product suites or similar document management systems such as Documentum, Vault or Aconex.
• Experience with the Administration of Engineering Information/Document Management systems.
• Experience or knowledge with relational databases: Microsoft SQL Server or Oracle.
• Experience or knowledge with Networking (DNS, TCP\IP, FQDN, cluster environments).
• Experience or knowledge with Windows Operating System (Server and client) for administration and debugging.
• A "user first" approach and strong critical thin