Technical Support Engineer

Location: Australia (Hybrid or Remote)

Position Summary:

Are you ready to start a new journey with a team of energized professionals advancing and connecting the world’s infrastructure? Bentley is looking for a Technical Support Engineer (TSE) to join a talented team of our Product Support that are providing technical assistance to our users, via our web-portal and phone system, for a mission-critical Document Management Product. This is a hands-on position that interfaces with our users, Development team, Professional Services colleagues, and the Sales department.

We will rely on you for the following:

• Care about our users and focused on making sure our products can support their success.

• Provide technical diagnosis and resolution to reported issues regarding specific Bentley Products.

• Advise and educate users on accurate Bentley Products workflows.

• Accurately and timely update providing clear information on resolution progress.

• Proactively drive resolution of cases collaborating with internal and external stakeholders.

• Document and monitor software defects

• Create technical knowledge in the form of Knowledgebase Articles or Communities Posts.

• Communicate with team members regarding current/ongoing issues via daily scrum team calls.

• Building strong relationships with users to become a “trusted advisor”.

What You Bring to The Team:

• Experience in technical support and exposure to global user interaction.

• Bachelor’s Degree, preferably in a technical discipline.

• A "user first" approach and strong critical thinking; with a desire to solve problems with excellent troubleshooting skills.

• Professionalism, patience and empathy.

• Excellent written and oral communication as well as strong user facing skills.

• Technical acumen with ability to convey complex technical details and adapt the language to users and stakeholders.

• Adaptability and passion to learn.

• Ability to ask targeted questions to understand product issues quickly and efficiently.

• Emotional intelligence when talking with users and the ability to methodically document information.

• Ability to work well with Global colleagues in a team environment.

• Ability to manage time effectively by, prioritizing, scheduling, and delegating tasks to ensure they are completed within expected timelines.

• Can do attitude, wanting to be part of the solution.

Key Technical Assets:

• Knowledge of relational databases: Microsoft SQL Server or Oracle.

• Knowledge of IIS (Internet Information Services).

• Knowledge / Exposure to Engineering and Project controls.

• Knowledge of Network troubleshooting / Networking (DNS, TCP\IP, FQDN, cluster environments).

• Knowledge of Windows Operating System (Server and Client) with respect to administration and debugging.

Other Important Assets:

• Exposure to answering queries via a Customer Relationship Management (CRM) system and Public Community forums.

• Exposure to coding language.

• Exposure to Bentley ProjectWise products

What We Offer:

• A great Team and culture – please see our Recruitment Video.

• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.

• Competitive Salary and benefits.

• The opportunity to work within a global and diverse international team.

• A supportive and collaborative environment.

• Colleague Recognition Awards.