This listing was posted on Bentley Systems.
Technical Support Engineer
Location:
Manila
Description:
TECHNICAL SUPPORT ENGINEER Location : Philippines (Hybrid or Home-based) Position Summary : Bentley Systems is seeking a talented individual to become a valued member of our Product Support team as a Technical Support Engineer (TSE). The role requires 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. Responsibilities Provide technical diagnosis and resolution to reported issues regarding ProjectWise. Advise and educate users on accurate ProjectWise workflows. Properly escalate unresolved issues to the appropriate internal teams, acting as a liaison between users and Product Management/Development. Maintain accurate updated notes and details on user issues. Document software defects and create technical knowledge in the form of Knowledgebase Articles or Communities Posts. Communicate with team members regarding current/ongoing issues via daily scrum team calls. Work in a fast-paced environment while collaborating with internal and external stakeholders. Qualifications: Bachelor’s Degree with atleast 2 years of experience in Product Technical Support and exposure to Global user interactions. Beginner to Intermediate knowledge of relational databases: Microsoft SQL Server or Oracle. Beginner to Intermediate knowledge of IIS (Internet Information Services), Intermediate knowledge of Networking (DNS, TCPIP, FQDN, cluster environments) Intermediate knowledge of Windows Operating System (Server and Client) with respect to administration and debugging. Ability to ask targeted questions to understand product issues quickly and efficiently. Strong critical thinking/troubleshooting skills. Excellent written and verbal communication skills. A motivated self-starter with a "user first" approach and desire to solve problems. Professionalism, patience, friendliness, and clarity, when providing responses both Internally and Externally. Emotional intelligence when talking with users and the ability to methodically document information. Exposure to answering queries via a Customer Relationship Management (CRM) system and Public Community forums. Ability to work well with Global colleagues in a team environment. Ability to manage time effectively by, prioritizing, scheduling, and delegating tasks to ensure they are completed within expected timelines. Though not required, these are some good skills to have: Product knowledge of ProjectWise or similar Document Management Systems such as: SharePoint, Documentum, Vault, Aconex, etc. Prior experience with CAD Software Tools such as: MicroStation, AutoCAD, Revit, Civil 3D, etc. Daily Activities/Tasks: Review individual backlog and prioritize aged and escalated issues. Reproduce issues in-house on test systems (Virtual Machines) to isolate the cause of the problem. Monitor the Team queue and select issues in the order of priority, impact, and duration. Update and follow-up with users via our web portal and phone system on existing issues. 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 to provide public information on product workflows and answer user queries. Update the Team Technical Knowledge Base and share updates with the team. Reoccurring Product training through internal Pathways, Wikis, videos etc. Communicate potential Defects/Enhancements to the Product Management/Development teams. Provide a handover of issues to other colleagues with appropriate documentation when required.
Company:
Bentley Systems
Posted:
April 4 on Bentley Systems
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