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:

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="1" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Care about our users and focused on making sure our products can support their success.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="1" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Provide technical diagnosis and resolution to reported issues regarding specific Bentley Products.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="2" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Advise and educate users on accurate Bentley Products workflows.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="3" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Accurately and timely update providing clear information on resolution progress.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="4" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Proactively drive resolution of cases collaborating with internal and external stakeholders.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="5" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Document and monitor software defects

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="6" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Create technical knowledge in the form of Knowledgebase Articles or Communities Posts.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="7" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Communicate with team members regarding current/ongoing issues via daily scrum team calls.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="8" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Building strong relationships with users to become a “trusted advisor”.

What You Bring to The Team:

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="1" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Experience in technical support and exposure to global user interaction.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="2" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Bachelor’s Degree, preferably in a technical discipline.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="3" data-font="Symbol" data-leveltext="" data-list-defn-props="{">A "user first" approach and strong critical thinking; with a desire to solve problems with excellent troubleshooting skills.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="4" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Professionalism, patience and empathy.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="5" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Excellent written and oral communication as well as strong user facing skills.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="6" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Technical acumen with ability to convey complex technical details and adapt the language to users and stakeholders.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="7" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Adaptability and passion to learn.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="8" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Ability to ask targeted questions to understand product issues quickly and efficiently.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="9" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Emotional intelligence when talking with users and the ability to methodically document information.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="10" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Ability to work well with Global colleagues in a team environment.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="11" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Ability to manage time effectively by, prioritizing, scheduling, and delegating tasks to ensure they are completed within expected timelines.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="12" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Can do attitude, wanting to be part of the solution.

Key Technical Assets:

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="13" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Knowledge of relational databases: Microsoft SQL Server or Oracle.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="14" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Knowledge of IIS (Internet Information Services).

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="15" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Knowledge / Exposure to Engineering and Project controls.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="16" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Knowledge of Networking (DNS, TCP\IP, FQDN, cluster environments).

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="17" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Knowledge of Windows Operating System (Server and Client) with respect to administration and debugging.

Other Important Assets:

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="18" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Exposure to answering queries via a Customer Relationship Management (CRM) system and Public Community forums.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="19" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Exposure to coding language.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="20" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Exposure to Bentley Project Wise and/or Synchro products

What We Offer:

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="21" data-font="Symbol" data-leveltext="" data-list-defn-props="{">A great Team and culture – please see our Recruitment Video.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="22" data-font="Symbol" data-leveltext="" data-list-defn-props="{">An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="23" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Competitive Salary and benefits.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="24" data-font="Symbol" data-leveltext="" data-list-defn-props="{">The opportunity to work within a global and diverse international team.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="25" data-font="Symbol" data-leveltext="" data-list-defn-props="{">A supportive and collaborative environment.

<li 335552541="" aria-setsize="-1" data-aria-level="1" data-aria-posinset="26" data-font="Symbol" data-leveltext="" data-list-defn-props="{">Colleague Recognition Awards.