Technical Support Engineer

Bentley Systems•Crawfordsville, OR

22d•Remote

About The Position

Bentley Systems is seeking a talented individual to become a valued member of the AssetWise team as a Technical Support Engineer. The AWR AssetWise team is responsible for ongoing support, problem solving, knowledge transfer and updating the knowledge sharing database of Bentley’s Assetwise Reliability (APM) product. The support team interacts with end-users, professional Services, Product Development and Project teams. This is a hands-on position that will interface with AWR product users via phone, e-mail, and support portal. Different working times may be available - Bentley aims to have support colleagues around the globe to avoid shifts being required.

Requirements

Bachelor’s degree in mechanical engineering, Production Engineering, Computer Engineering, Business or equivalent experience
A "user first" attitude and desire to help solve problems
2-6 years of related experience, more for Senior role
Strong communication skills, both written and verbal
Fluent in English
Skill development ability for delivery of support including business software applications
Ability to ask open-ended questions and active listening
Critical thinking skills
Ability to work in a global, multicultural environment
Multi-skilled: Voice, Email, and Chat Support
Proficiency in documenting troubleshooting steps (tests and configurations changes) and results.
Strong problem-solving skills and ability to address issues as they arise.
Strong customer service skills for both internal and external customers (patience, friendliness, and explaining clearly and concisely)
AWR experience or other CMMS system
Knowledge of Enterprise asset management (EAM)
Familiarity with databases, SQL Server, and SQL Stored Procedures
Knowledge/experience in Client/Server applications and architecture
Familiarity with IIS web server Windows and Azure Server technology

Responsibilities

Providing timely responses to Users for technical issues via emails, web, and phone for one product line
Managing client inquiries and accurately documenting incidents via an online case management tool & knowledge base
Performing troubleshooting to diagnose the root cause and resolve the issue quickly and effectively.
Performing testing to ensure that the solution was successful.
Escalating more complex issues when needed.
Improving front-end troubleshooting skills while learning to understand (and address) the needs of the user's business. This can include working through the LEARN Server, and other self-led training material from the Bentley-provided training portals.
Staying up to date with primary products and knowledge of the base functionality of adjacent products.
Creating clear and accurate contributions to Bentley Community forum posts, knowledge base articles, and wikis that accurately reflect the use of the product.
Learning to work collaboratively on a team and communicate in meetings.
Proactively asking questions and reaching out for help when needs assistance.
Solid knowledge of the AWR application - business and technical aspects of the application.
Ability to assist/mentor/coach/train colleagues using and troubleshooting the application specially with complex technical issues.
Primary point of contact for escalations.
Primary point of contact for collaboration with wider Bentley colleagues.
Primary point of contact for their own team to leverage best practices and educate.
Leverages knowledge related to industry/product/solution trends to provide input to the product team.
Participate in Global Support project initiatives.
Participate on local and global internal team communication forums