Technical Support Engineer

Technical Support Engineer
Location:
Home-Based Toronto, Canada
Position Summary:
Bentley Systems is seeking a self-starting, talented individual to become a valued member of our SPIDA Software Support Team.  A Technical Support Engineer plays an important role in supporting our users by solving their technical issues, thereby enabling successful user outcomes through a proactive, services-based business model that is in alignment with our users’ needs, while increasing the adoption of our products and services worldwide.
Your Day-to-Day:
-Take ownership of user issues and focus on making sure our products can support their long-term success.
-Answering user Technical Support requests by telephone, e-mail, and web portals.
-Perform software troubleshooting infrastructure software techniques, responsible for appropriate referral to other support and quality assurance areas such as filing bug and enhancements requests when technical issues are found.
-Resolving users’ questions or problems in the areas of installation, configuration, and product functionality.
-Encouraging engagement of users, partners, and colleagues in Bentley forums and communities.
-Identifying consumption gaps in product usage and convey user feedback to the product development teams.
-Serve as primary support liaison between Bentley Systems and users for urgent issues.
-Keeping users informed of how and when problems are resolved.
-Promoting and maintaining a high quality, professional, service & adoption-oriented company image among users.
-Building strong relationships with users to become a “trusted advisor”.
-Document processes and procedures in the form of Knowledgebase Articles and Technical papers.
-Develop and demonstrate expertise in SPIDA’s software products.
-Provide on-call support for holidays and afterhours.
-Requires sitting or standing at will while performing work on a computer (or any other
physical requirements
).
 
What You Bring to The Team:
-2+ years’ experience in the utility industry, telecom industry, and/or enterprise software implementations or related technical capacity.
-SPIDA Software experience (Required)
-Strong analytical, problem-solving, and organization skills.
-Able to balance client inquiries and prioritize potentially competing needs.
-Must be a self-starter and have the capacity to work independently and take ownership to solve problems.
-Comfortable leading sessions and interactions with users and large groups.
-Ability to work in a dynamic, small team environment that involves tackling an array of responsibilities.
-Action-oriented, self-motivated individual who is focused on truly understanding and solving client needs.
-Excellent written and verbal communication skills with the ability to communicate effectively with co-workers, management, clients, business partners, and third parties.
-Experience with Zendesk and/or ServiceNow.
-Excellent attention to detail.
 
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.
 
About Bentley Systems:
Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world’s infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Our offerings, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent’s software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations. Bentley Systems’ 5,000 colleagues generate annual revenues of more than $1 billion in 194 countries. 
Equal Opportunity Employer:
Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.
 
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