TECHNICAL SUPPORT ENGINEER - PROJECTWISE

Technical Support Engineer    Location.
Office-Based Mexico City / Home-Based Mexico / Hybrid Mexico city   Position Summary.
Bentley Systems is seeking a talented individual to become a valued member of our Product Support team as a Technical Support Engineer (TSE).
The role requires providing technical assistance to our users, via our web-portal and phone system, for a mission-critical Document Management Products.
This is a hands-on position that interfaces with our users, Development team, Professional Services colleagues, and the Sales department.
Your Day-to-Day.
Provide technical diagnosis and resolution to reported issues regarding ProjectWise.
Advise and educate users on accurate ProjectWise workflows.
Properly escalate unresolved issues to the appropriate internal teams, acting as a liaison between users and Product Management/Development.
Maintain accurate updated notes and details on user issues.
Document software defects and 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.
Work in a fast-paced environment while collaborating with internal and external stakeholders.
What You Bring to The Team.
Bachelor’s Degree with 2+ years of experience in Product Technical Support and exposure to Global user interactions.
Beginner to Intermediate knowledge of relational databases.
Microsoft SQL Server or Oracle.
Beginner to Intermediate knowledge of IIS (Internet Information Services), Intermediate knowledge of Networking (DNS, TCP\IP, FQDN, cluster environments) Intermediate knowledge of Windows Operating System (Server and Client) with respect to administration and debugging.
Ability to ask targeted questions to understand product issues quickly and efficiently.
Strong critical thinking/troubleshooting skills.
Excellent written and verbal communication skills.
A motivated self-starter with a "user first" approach and desire to solve problems.
Professionalism, patience, friendliness, and clarity, when providing responses both Internally and Externally.
Emotional intelligence when talking with users and the ability to methodically document information.
Exposure to answering queries via a Customer Relationship Management (CRM) system and Public Community forums.
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.
Other potential assets.
Product knowledge of ProjectWise or similar Document Management Systems such as.
SharePoint, Documentum, Vault, Aconex, etc.
Prior experience with CAD Software Tools such as.
MicroStation, AutoCAD, Revit, Civil 3D, etc.
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 diversely international team.
A supportive and collaborative environment.
Colleague Recognition Awards.
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