Bentley Systems is seeking a talented individual to become a valued member of our successful team as a AssociateTechnical Support Engineer. This position is part of our Building Product Advantage team located in our Kolkata office. The Building Product Advantage team is responsible for the ongoing development and implementation of new products, features and support in Bentley’s OpenBuildings (or AECOsim), Speedikon and OBES/Hevacomp product offerings. 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. There will also be a requirement to provide remote and onsite training as well as consultancy services to our users.
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 perspective on our products and services.
Should participate & contribute in writing blogs, wiki’s, Tech articles on company’s portal.
Bachelor’s degree in Civil, Architecture, Construction, or other related discipline.
1-4 years of experience in technical support with user interaction and troubleshooting fundamentals demonstrated.
Some experience in construction would be added benefit.
Knowledge of MicroStation or AutoCAD or other Bentley Building Application (OpenBuildings/AECOSim) is an asset.
Possess excellent written and verbal communication skills.
Very Good English.
Good knowledge in German language would have added benefit.
A motivated self-starter with the ability to work independently.
Technical Support Engineer, Architecture, MicroStation, Kolkata.