Technical Support Engineer

Bentley Systems is seeking a talented individual to become a valued member of our iTwin Support Team. A Technical Support Engineer plays an important 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: Care about our users and focus on making sure our products can support their success. Answering user technical support requests by telephone, e-mail, and web portals. Perform 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. Encouraging engagement of users, partners, and colleagues in Bentley forums and communities. Identifying consumption gaps in product usage and conveying user feedback to the product development teams. Serving as primary support liaison between Bentley Systems and users for urgent issues. Keeping users informed of how and when problems are resolved. Promoting and maintaining a high-quality, professional, service & adoption-oriented company image among users. Build strong relationships with users to become a "trusted advisor". Document processes and procedures in the form of knowledge-based articles and Technical Papers. Report Defects found during Support to Product Advancement Groups. Work on career goals and personal development skills to become a more effective and valuable colleague. Technical Qualifications: 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. Experience with CAD, modeling, or rendering software is required. Fluent English language skills with the ability to convey complex technical details. Engineering background, experience with Plant Design, Building Information Management, or Road Design and Modeling. Ability to resolve technical issues via telephone, online forums, and e-mail. Excellent written and oral communication as well as strong user-facing skills. A good level of technical knowledge in the Windows operating systems and Microsoft Office. Ability to understand the user's environment to offer the most effective workflow. Self-motivated and proactive, possessing a strong desire to learn. Important Assets: Exposure to commercially available tools regarding Help Desk Support Product knowledge of Design Review, Bentley's premiere Digital Twin solution Prior experience with CAD Software products; MicroStation, AutoCAD, Civil 3D, Revit, ProjectWise 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

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.