Senior Technical Support Engineer

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.