Support Specialist

The Technical Support Engineer role is a hands-on position that requires excellent communication and problem-solving skills. As part of the Global Technical Support team, you will be responsible for providing technical assistance to users via various channels.

• Provide troubleshooting and technical assistance for ProjectWise Product functionality/features to users via email, service tickets, phone, and web portal.
• Assist with all facets of Bentley users and technical support by helping to identify user issues by isolating and resolving the issue or by proper escalation.
• Advise and educate users on accurate usage of the Product and address specific use cases reported on the Service Requests.
• Work in a fast-paced environment while collaborating with internal and external stakeholders.
• Act as a liaison between users and Product Management/Development.
• Research and identify solutions to ProjectWise Product functionality/features.
• Ask users targeted questions to quickly understand the root of the problem.
• Maintain accurate notes and details on user support requests.
• Properly escalate unresolved issues to appropriate internal teams.
• Communicate with team members regarding current/ongoing issues via daily scrum calls.
• Document software problem defects for review and take corrective actions.
• Document technical knowledge in the form of Knowledgebase Articles or Communities Posts.
• Meet with internal teams to provide the users' perspective on our products and services.

• Review individual Support Case Backlog and prioritize Aged and Escalated Requests.
• Reproduce issues in-house on test systems (Virtual Machines) to isolate the cause of the problem.
• Monitor the Team Support Cases Queue and pick issues in the order of priority, impact, and age of the Service Request.
• Update and follow-up with users over the phone/email on existing Requests.
• Engage on Team Scrum calls to discuss issues and liaison with the team.
• Adhere to Phone Queue Schedule and ensure phones are always manned and voicemails processed.
• Contribute to Bentley Communities and answer user queries.
• Update the Team Technical Knowledge Base and share updates with the team.
• Upskill on Product Knowledge by focusing on a new topic every week. Consume Training through internal Pathways, Wikis, videos, etc.
• Channelize potential Defects/Enhancements to the Product Management/Development teams.
• Provide a handover to the next shift with appropriate documentation when needed.

• 2+ years of experience in technical support and exposure to global user interaction.
• Bachelor's degree in IT, Engineering, or related fields.
• Experience or knowledge with ProjectWise product suites or similar document management systems.
• Experience with the Administration of Engineering Information/Document Management systems.
• Experience or knowledge with relational databases: Microsoft SQL Server or Oracle.
• Experience or knowledge with Networking (DNS, TCP/IP, FQDN, cluster environments).
• Experience or knowledge with Windows Operating System (Server and client) for administration and debugging.
• A 'user first' approach and strong critical thinking, with a desire to solve problems with excellent troubleshooting skills.
• Emotional intelligence when talking with users, and the ability to document methodically.
• Exposure to answering queries via Service Requests and Communities forum posts.
• 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.