Senior Technical Support Engineer

Bentley Systems; North Sydney Council; Hybrid; AUD 80,000 - 100,000; Full time

Job summary

A leading civil engineering software company is seeking a qualified professional to join their Global Technical Support team in Australia. This full-time role involves providing technical support, demonstrations, and training for civil engineering software. The successful candidate will collaborate with various teams and may mentor new members. Key qualifications include a Civil Engineering degree, 3+ years in technical support, and proficiency in software like OpenRoads Designer and AutoCAD. The position offers a remote or hybrid work environment.

Benefits

Attractive salary and benefits package

Commitment to inclusion and colleague wellbeing

Qualifications

• 3+ years as a Technical Support Engineer or similar.
• Experience in road, rail, and site design preferred.
• English Language Proficiency is required.

Responsibilities

• Provide technical application support to users.
• Assist Technical Support Engineers in solving complex problems.
• Teach best practices for civil engineering tools.

Skills

Technical support

Civil engineering knowledge

Leadership skills

Critical thinking

Communication skills

Education

Civil Engineering degree or equivalent

Tools

OpenRoads Designer

InRoads

GEOPAK

MicroStation

AutoCAD

Civil3D

Job description

Position Summary

Bentley Systems is seeking a qualified professional to join our esteemed Global Technical Support team. This role involves interfacing with users to provide technical support, demonstrations, and training for civil engineering software. The successful candidate will collaborate with our Development group, Professional Services, Quality Assurance, Marketing, and Sales teams. As a key member of the team, you will also support your colleagues by sharing product knowledge and assisting in case resolution. Additionally, you may be required to mentor and train both current and new team members to help them achieve their potential.

Responsibilties :

• Providing technical application support to users, answering complex questions on the use of software to design various civil engineering projects. These projects include roadway design, site design, storm and sanitary sewer design, berm and levee design, rail design, etc.
• Assisting Technical Support Engineers in resolving complex problems and issues
• Keeping and maintaining a close working relationship with the Product Management teams
• Teaching engineers and designers best practices for the available civil engineering and survey software tools, to allow them to accomplish their project goals
• Acting as a consultant to engineering companies and government organizations to implement our design software in their organization or project
• Producing client facing training and multimedia materials
• Serving as primary support liaison between Bentley and our clients
• Occasionally travelling to user sites for internal trainings as needed (less than 10% travel)
• Conveying user feedback to product development staff.
• Identifying and presenting user requirements to the Product Management teams in the form of detailed specification documents to enable the enhancement of program commands and workflows
• Possessing thorough knowledge of the client company’s products and other applications used by their users
• Resolving clients' application questions or problems over the telephone in the areas of system configurations / setup, product functionality and bugs / enhancements.
• Helping to spearhead special projects within the team
• Communicating with all affected parties how and when problems are resolved
• Managing any additional follow up, testing and troubleshooting needed
• Appropriately referring issues to other support and quality assurance areas
• Promoting and maintaining a high quality, professional, service-oriented company image among users

What You Bring to The Team :

• Civil Engineering degree or equivalent training and experience
• 3+ years as a Technical Support Engineer or similar
• 1-5 years of experience in road, rail, and site design preferred
• English Language Proficiency
• 3+ experience with OpenRoads Designer, InRoads, GEOPAK, MicroStation, AutoCAD, or Civil3D
• Best in class written and verbal communication skills
• Strong critical thinking skills and a desire to solve problems
• Strong leadership skills
• Self-motivated, proactive with a strong desire to continuously learn
• Professional Engineering license a bonus
• This is a full-time role expected to work 40 hours per week, home-based or hybrid in your home country
• Requires sitting or standing at will while performing work on a computer (or any other physical requirements). The role requires communication with managers, peers, and other colleagues of the company in person (on occasion), and by utilizing Microsoft Teams chat, calling, and meeting functions.

What We Offer :

• A great Team and culture – please see our colleague video.
• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this short documentary about how we got our start.
• An attractive salary and benefits package.
• A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups.
• A company committed to making a real difference by advancing the world’s infrastructure for better quality of life, where your contributions help build a more sustainable, connected, and resilient world. Discover our latest user success stories for an insight into our global impact.