Bentley Systems is seeking a talented individual to become a valued member of our successful team as a Technical Support Engineer. This position is part of our ProjectWise Product Advantage team located in our Vilnius office. The ProjectWise Project Advantage team is responsible for the ongoing development and implementation of new products, features and support in Bentley’s ProjectWise Suite. The team interacts with Professional Services, Product Development, Quality Assurance, Marketing and Sales teams.
As part of the Product Advantage team the Technical Support Engineer is responsible for providing technical and user support via phone, e-mail, and web-portal for Bentley’s users. This is a hands-on position that will interface with our users as well as our development, professional services, and sales departments. The position is responsible for problem analysis, documentation, resolution and escalation involving Bentley’s supported products.
Provide prompt and courteous troubleshooting and technical support to users via e-mail, 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.
Troubleshoot the users support request using the available tools and resources while following the appropriate processes and procedures.
Advise and train users regarding the product’s proper use and address specific user issues.
Act as liaison between user and development support.
Provide proper diagnosis and resolution to the user.
Keep accurate notes and details on user support requests.
Communicate with staff members regarding current/ongoing issues.
Document software problem defects for review and corrective action.
Meet with internal Bentley teams to provide the users's perspective on our products and services.
Other duties as assigned.
Bachelor’s degree in Computer Science, Engineering, Design, Document Management, or other related discipline.
Beginning to intermediate knowledge of relational databases (e.g. Microsoft SQL Server).
Understanding of Internet application technologies including: HTML, CSS, and Internet application architectures based upon .NET and C# technologies.
Possess excellent written and verbal communication skills.
Very good English skills.
A motivated self-starter with the ability to work independently.
ProjectWise experience is a plus.