Technical Support Engineer

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:

Care about our users and focused on making sure our products can support their success.

Provide technical diagnosis and resolution to reported issues regarding specific Bentley Products.

Advise and educate users on accurate Bentley Products workflows.

Accurately and timely update providing clear information on resolution progress.

Proactively drive resolution of cases collaborating with internal and external stakeholders.

Document and monitor software defects

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.

Building strong relationships with users to become a “trusted advisor”.


What You Bring to The Team:

Experience in technical support and exposure to global user interaction.

Bachelor’s Degree, preferably in a technical discipline.

A "user first" approach and strong critical thinking; with a desire to solve problems with excellent troubleshooting skills.

Professionalism, patience and empathy.

Excellent written and oral communication as well as strong user facing skills.

Technical acumen with ability to convey complex technical details and adapt the language to users and stakeholders.

Adaptability and passion to learn.

Ability to ask targeted questions to understand product issues quickly and efficiently.

Emotional intelligence when talking with users and the ability to methodically document information.

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.

Can do attitude, wanting to be part of the solution.


Key Technical Assets:

Knowledge of relational databases: Microsoft SQL Server or Oracle.

Knowledge of IIS (Internet Information Services).

Knowledge / Exposure to Engineering and Project controls.

Knowledge of Network troubleshooting / Networking (DNS, TCP\IP, FQDN, cluster environments).

Knowledge of Windows Operating System (Server and Client) with respect to administration and debugging.


Other Important Assets:

Exposure to answering queries via a Customer Relationship Management (CRM) system and Public Community forums.

Exposure to coding language.

Exposure to Bentley ProjectWise products


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 diverse international team.

A supportive and collaborative environment.

Colleague Recognition Awards.