De-Escalation Architect

BENTLEY SYSTEMS, INC.; São Paulo; Híbrido; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

An established industry player is seeking a De-Escalation Architect to manage critical technical customer issues and ensure satisfaction. This role involves leveraging technical expertise to resolve complex issues, collaborating with teams, and enhancing documentation. Ideal candidates will possess strong problem-solving and communication skills, along with a background in software development. Join a global team at a leading software company that values innovation and customer focus, and enjoy a supportive environment with opportunities for professional growth.

Serviços

Competitive Salary

Colleague Recognition Awards

Supportive and Collaborative Environment

Opportunity to Work in a Global Team

Qualificações

• Proven experience in software development and root cause analysis.
• Strong written and verbal communication skills.

Responsabilidades

• Manage and resolve critical technical customer issues.
• Collaborate with cross-functional teams to implement solutions.

Conhecimentos

Software Development

Root Cause Analysis

Problem-Solving

Analytical Skills

Communication Skills

Customer Support

Formação académica

Bachelor’s degree in Computer Science

7+ years of experience in technical support or software development

Ferramentas

Agile Methodologies

ITIL Framework

Descrição da oferta de emprego

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Job Summary: The De-Escalation Architect is responsible for managing and resolving critical technical customer issues, ensuring customer satisfaction, and maintaining the integrity of our software solutions. This role requires a deep understanding of our products, strong technical skills, and excellent communication abilities.

Day-to-Day Activities:

• Leverage technical resources to analyze and resolve complex technical issues reported by customers.
• Collaborate with cross-functional teams, including development, QA, and support, to identify root causes and implement solutions.
• Customer Communication:
  • Serve as the primary point of contact for escalated customer issues.
  • Provide regular updates to customers on the status of their issues and ensure they are informed throughout the resolution process.
• Documentation:
  • Maintain detailed records of all escalated issues, including steps taken to resolve them.
  • Contribute to the creation and updating of technical documentation and knowledge base articles.
• Process Improvement:
  • Identify trends and patterns in escalated issues to recommend improvements in our products and processes.
  • Participate in post-mortem analyses to prevent future occurrences of similar issues.
• Training and Mentoring:
  • Provide training and mentorship to support team members to enhance their technical skills and issue resolution capabilities.
  • Conduct workshops and training sessions on best practices for issue resolution.

Required Skills and Experience:

• Technical Expertise:
  • Proven experience in software development, software life-cycle, and root cause analysis.
  • Familiarity with databases, cloud services, and network protocols.
• Problem-Solving:
  • Excellent analytical and problem-solving skills.
  • Ability to think critically and make data-driven decisions.
• Communication:
  • Strong written and verbal communication skills.
  • Ability to explain complex technical issues to non-technical stakeholders.
• Customer Focus:
  • Demonstrated ability to manage customer expectations and maintain high levels of customer satisfaction.
  • Experience in customer support or a similar role.
• Ability to work effectively in a team environment.
• Experience collaborating with cross-functional teams.
• Education and Experience:
  • Bachelor’s degree in Computer Science, Engineering, or a related field.
  • Minimum of 7 years of experience in technical support or a software development role.

Preferred Qualifications:

• Experience with agile methodologies and tools.
• Familiarity with ITIL or other service management frameworks.
• Certifications in relevant technologies or support methodologies.
• 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.

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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’ 5,200 colleagues generate annual revenues of more than $1 billion in 194 countries.

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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