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Technical Support Engineer

Blyncsy

Blyncsy

IT, Customer Service
North Sydney NSW 2060, Australia · France · Germany · Uxbridge, UK · Israel
Posted on Apr 15, 2025

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:

  • 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.