Senior Technical Support Engineer

• Dedicated to our users and committed to ensuring our products support their success
• Provide advanced troubleshooting and technical assistance for ProjectWise Product functionality/features
• 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
• Maintain accurate notes and details on user support cases and provide 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
• Act as the go-to person in Technical Support for their area of expertise
• Influence prioritization of defect fixes with Developers based on user impact and commercial agreement

• Minimum experience of 5 years and overall experience of 5 to 7 years
• Knowledge of ProjectWise suite of Products, both Web, Desktop and Server
• Advanced, progressive experience in the Administration of Engineering Information/Document Management systems
• Familiarity with programming language (e.g., .Net and C++) and experience in reading and interpreting log files
• Intermediate to Advanced knowledge of relational databases: Microsoft SQL Server or Oracle
• Intermediate knowledge of IIS (Internet Information Services)
• Intermediate to Advanced knowledge of Networking (DNS, TCP\IP, FQDN, cluster environments)
• Intermediate to Advanced knowledge of Cloud Technologies, Grafana, Kubernetes, and related tools
• Advanced knowledge of Windows Operating System (Server and client) concerning administration and debugging
• Bachelor’s degree in information technology or relevant technical discipline
• 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 methodically
• Proven experience in technical support and exposure to global user interactions
• Proven experience in answering queries with interactions with different stakeholders
• 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 self-starter with the ability to work independently and in a team
• Exhibit leadership qualities with team-wide impact. Leads by example and inspires others

Good to have an understanding of ProjectWise Integration with other Bentley products

• Step into a collaborative work environment where ideas flourish, and teamwork propels us forward towards shared success
• An attractive salary and benefits package
• Bentley Impact Day: take a day off from work to volunteer with an organization of your choice
• Celebrate milestone achievements and moments that matter through our colleague recognition award programs and our Bentley Achievers platform
• A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups
• Be part of a company committed to making a real difference by advancing the world’s infrastructure for better quality of life, where your contributions help build a more sustainable, connected, and resilient world