Technical Support Engineer, Junior Lisboa

Technical Support Engineer, Junior
Lisboa
Lisboa, Portugal

Technical Support Engineer, Junior

Location: Europe-Based (Office, Hybrid, Remote)

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,
- mail, and
- portal. This is a
- 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 Project
  Wise Product functionality/features to users via
  - mail, service tickets, phone, and
  - 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
  - paced environment while collaborating with internal and external stakeholders.
• Act as a liaison between users and Product Management/Development.
• Research and identify solutions to Project
  Wise 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.

Your daily tasks will look like this:

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

What You Bring to The Team:

• 2+ years of experience in technical support and exposure to global user interaction.
• Bachelor’s degree in IT, Engineering, or related fields.
• Experience or Knowledge with Project
  Wise 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) with respect to administration and debugging.
• 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 in a methodical manner.
• Exposure to answering queries via Service Requests and Communities forum posts.
• 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
  - starter with the ability to work independently and in a team.

What would make you stand out:

• Experience with Project
  Wise infrastructure.
• Knowledge or experience of IIS (Internet Information Services).
• Proven success in all aspects in Project
  Wise Administration.
• Experience with Micro
  Station, Auto
  CAD, Revit, Civil 3D, IPLOT (Printing/Plotting).
• Knowledge with extended Project
  Wise features (Publishing such as ICS for PDF, BAS; Bentley cloud features such as Deliverables Management, Project
  Wise Drive, Project
  Wise Projects, WSG, etc. )

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
- 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 i
Twin Platform for infrastructure digital twins, include Micro
Station and Bentley Open applications for modeling and simulation, Seequent’s software for geoprofessionals, and Bentley Infrastructure Cloud encompassing Project
Wise for project delivery, SYNCHRO for construction management, and Asset
Wise for asset operations. Bentley Systems’ 5, 200 colleagues generate annual revenues of more than $1 billion in 194 countries.

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.