Technical Support Engineer

Lensa; United States; Remote; USD 136,000 - 150,000; Full time

Job summary

A leading software company is seeking a Cloud Engineer to join their remote team. The successful candidate will provide technical support for products, engage with users, and resolve issues promptly. This position requires a proactive approach to problem-solving, strong communication skills, and knowledge of ProjectWise and relational databases. Join a dynamic team and support infrastructure engineering solutions in a collaborative environment.

Benefits

Competitive Salary and Benefits

Remote Working Flexibility

Colleague Recognition Awards

Supportive and Collaborative Environment

Qualifications

• 2+ years of experience in technical support and exposure to global user interaction.
• Experience with relational databases and administration of Engineering Information Management systems.
• Experience with Windows OS for administration and debugging.

Responsibilities

• Provide troubleshooting and technical assistance for product functionality to users.
• Adhere to phone queue schedules and ensure phones are manned, processing voicemails.
• Document software problems and provide corrective actions, updating knowledge bases.

Skills

Technical Support

Problem Solving

Critical Thinking

User Interaction

Education

Bachelor’s degree in IT, Engineering, or related fields

Tools

ProjectWise

Microsoft SQL Server

Oracle

Job description

CLOUD ENGINEER - 100% REMOTE FOREVER - W-2 - FED GOV AGENCY

ALTA IT Services

CLOUD ENGINEER - 100% REMOTE FOREVER - W-2 - FED GOV AGENCY

Remote

Maxar Technologies

Senior Software Engineer

Remote

Optomi

Network Engineer (100% Remote-Advanced Routing/Network Automation (Python)

Remote

Optum

DevOps Engineer - Telecommute

Remote

Capital One

Lead Software Engineer (Profile, MUMPS)(Remote - Eligible)

Remote

Capital One

Senior Software Engineer, Systematics (Remote-Eligible)

Remote

Jobs via Dice

Senior Network Engineer (100% Remote, USA)

Remote

Rialtic

Golang Engineer New Atlanta, GA or Remote

Remote

Genworth

Lead Linux Engineer

Remote

Devopshunt

DevOps Engineer - 100% Remote

Remote

AECOM

Site Reliability Engineer-FedRAMP (FULLY REMOTE)

Remote

Saxon Global

React Native Engineer @ 100% Remote

Remote

Cynet Systems Inc

Azure DevOps Engineer - Remote / Telecommute

Remote

Ribbon C15 Switch Engineer - Remote

America Fujikura Ltd.

Ribbon C15 Switch Engineer - Remote

Remote

Exelon

Sr. Systems Engineer 1

Remote

UnitedHealth Group

Senior Software Engineer - Remote

Remote

Jobs via Dice

Broadcom Application Engineer || 100% Remote role

Remote

DBA Web Technologies

Senior DevOps Engineer - 100% REMOTE (Cloudstack, openstack, kvm, kubernetes, terraform, ELK, z[...]

Remote

Bentley Systems is seeking a talented individual to become a valued member of the Product Support team as a Technical Support Engineer. As part of the Global Technical Support team, the technical support engineer is responsible for providing technical assistance on the product via (inbound/outbound) phone, e-mail, and web portal. 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

We will rely on you for the following:

Provide troubleshooting and technical assistance for ProjectWise Product functionality/features to users via e-mail, service tickets, phone, and web-portal (BE Communities.

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.

Advise and educate users on accurate usage of the Product and address specific use cases reported on the Service Requests.

Work in a fast-paced environment while collaborating with internal and external stakeholders.

Act as a liaison between users and Product Management/Development.

Research and identify solutions to ProjectWise Product functionality/features.

Ask users targeted questions to quickly understand the root of the problem.

Maintain accurate notes and details on user support requests.

Properly escalate unresolved issues to appropriate internal teams (e.g., software developers).

Communicate with team members regarding current/ongoing issues via daily scrum calls.

Document software problem defects for review and take corrective actions.

Document technical knowledge in the form of Knowledgebase Articles or Communities Posts.

Meet with internal Bentley teams to provide the users’ perspective on our products and services.

Your daily tasks will look like this:

Review individual Support Case Backlog and prioritize Aged and Escalated Requests.

Reproduce issues in-house on test systems (Virtual Machines) to isolate the cause of the problem.

Monitor the Team Support Cases Queue and pick issues in the order of priority, impact, and age of the Service Request.

Update and follow-up with users over the phone/email on existing Requests.

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 and answer user queries.

Update the Team Technical Knowledge Base and share updates with the team.

Upskill on Product Knowledge by focusing on a new topic every week. Consume Training through internal Pathways, Wikis, videos, etc.

Channelize potential Defects/Enhancements to the Product Management/Development teams.

Provide a handover to the next shift with appropriate documentation when needed

What You Bring to The Team:

2+ years of experience in technical support and exposure to global user interaction.

Bachelor’s degree in IT, Engineering, or related fields.

Experience or Knowledge with ProjectWise product suites or similar document management systems such as Documentum, Vault or Aconex.

Experience with the Administration of Engineering Information/Document Management systems.

Experience or knowledge with relational databases: Microsoft SQL Server or Oracle.

Experience or knowledge with Networking (DNS, TCP\IP, FQDN, cluster environments).

Experience or knowledge with Windows Operating System (Server and client) for administration and debugging.

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

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

Exposure to answering queries via Service Requests and Communities forum posts.

Ability to work well with Global colleagues to help address user issues.

Ability to manage time effectively by delegating, prioritizing, and scheduling tasks to ensure they are completed in the expected timelines.

A motivated self-starter with the ability to work independently and in a team.

What would make you stand out:

Experience with ProjectWise infrastructure.

Knowledge or experience of IIS (Internet Information Services),

Proven success in all aspects of ProjectWise Administration.

Experience with MicroStation, AutoCAD, Revit, Civil 3D, IPLOT (Printing\Plotting).

Knowledge with extended ProjectWise features (Publishing such as ICS for PDF, BAS; Bentley cloud features such as Deliverables Management, ProjectWise Drive, ProjectWise Projects, WSG, etc.)

What We Offer:

A great Team and culture – please see our Recruitment Video (https://www.youtube.com/watch?v=epJImnDsbYE) .

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.

LI-RB1

LI - Hybrid

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.

Equal Opportunity Employer:

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.

Equal Opportunity Employer/Minorities/Females/Veterans/Disabled

Job Description Job Title: Sr. Cloud Maintenance Engineer Location: 100% Remote Type: Contract Compensation: $65-70/HR Security Clearance: Must be able to obtain a Public Trust clearance Description: ALTA IT Services is seeking a highly skilled Sr. Cloud Maintenance Engineer to support the daily...

Please review the job details below. Maxar is seeking a talented and security-oriented Software Engineer with API and front-end development experience to join our Usage, Billing, and Metrics team within Maxar Geospatial Platform Core. Job Description You will be part of the team responsible for...

Network Engineer (100% Remote-Advanced Routing/Network Automation (Python) Network Engineer- 100% Remote- Advanced Routing/Network Automation (Python) Optomi, in partnership with an industry leader, is seeking an experienced Network Engineer to join their team. This engineer will have a strong...

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care...

Lead Software Engineer (Profile, MUMPS)(Remote - Eligible) Do you love building and pioneering in the technology space? Do you enjoy solving complex business problems in a fast-paced, collaborative, inclusive, and iterative delivery environment? At Capital One, you'll be part of a big group of...

Senior Software Engineer, Systematics (Remote-Eligible) We are looking for a Senior Software Engineer (Mainframe, Systematics) to join and lead our team. We have engineers that have systems, Mainframe, and software engineering backgrounds. The software engineering role within Capital One is...

1 day ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Dice is the leading career destination for tech experts at every stage of their careers. Our client, Omm IT Solutions, is seeking the following. Apply via Dice today! This is a remote position....

We’re a team of innovators, medical policy experts, technologists, and product thinkers solving a trillion-dollar problem in US healthcare, and we need people like you to make it happen. 12 weeks of paid leave for new parents to support your biggest milestones. Generous PTO Keep work and life...

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of...

Job Details See yourself at Radian? We see you here too. At Radian, we see you. For the person you are and the potential you hold. That’s why we’ve embraced a new way of working that lets our people across the country be themselves, be their best and be their boldest. Because when each of us is...

Join us as we pursue our ground-breaking vision to make machine data accessible, usable, and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we are committed to our work, customers,...

Hello, I am Mohammed Dastagir with Saxon Global Inc wanted to let you know about the job opportunity for React Native Engineer position if interested please share your updated resume along with expecting rate. Job title: React Native Engineer Location: 100% Remote Duration: 12+ months / Long term...

Pay Range: $55hr - $60hr Responsibilities: Designing and maintaining CI/CD pipelines using Azure DevOps, specifically tailored for C# projects, to streamline software delivery processes. Implementing test automation frameworks and scripting solutions utilizing Python and PowerShell, with a focus on...

ITC Service Group is looking to bring a Switch Engineer on for long term maintenance and support of our client's Ribbon C15 Switches, in various environments. This work is "specialized," meaning we are only entertaining candidates that can show direct work experience supporting C15 switches....

Who We Are: We're powering a cleaner, brighter future. Exelon is leading the energy transformation, and we're calling all problem solvers, innovators, community builders and change makers. Work with us to deliver solutions that make our diverse cities and communities stronger, healthier and more...

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here,...

1 day ago Be among the first 25 applicants Dice is the leading career destination for tech experts at every stage of their careers. Our client, DMS Vision Inc., is seeking the following. Apply via Dice today! Hi, Hope you are doing well !! I have an urgent position. Kindly go through the Job...

Senior DevOps Engineer - 100% REMOTE (Cloudstack, openstack, kvm, kubernetes, terraform, ELK, zabbix, backbone networks, server farms, capacity planning, data center provisioning, UNIX, Linux) Location: New York Job Function: DevOps Operations Date Of Job Posting: 04-14-2021 Senior DevOps Engineer...

AWS DevSecOps Engineer - 100% Remote Experience: 7+ years Work Authorization: US Citizenship – Required (Federal client) Location: Remote Length: 12 – 36 Months Rate: D.O.E. Qualifications: We are seeking a skilled Security Assessment Engineer to join our team. The ideal candidate will be...

Req ID:252346 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Staff Platform Engineer to work on a remote basis. Who We...

Technical Support Engineer (Please submit resume in English) Location: Brazil (Office/Hybrid/Remote) Position Summary: Bentley Systems is seeking a talented individual to become a valued member of the Product Support team as a Technical Support Engineer. As part of the Global Technical Support...