Principal Technical Support Engineer

Location:

Remote – Italy

Salary:

Competitive

Type:

Permanent

Main Industry:

Search Construction Jobs

Other Industries & Skills: 

Engineering, Information Technology, Utilities & Services

Advertiser:

Bentley Systems

Job ID:

131158154

Posted On: 

27 September 2024

Principal Technical Support Engineer

Location:   Ireland, Portugal, Italy, Netherlands, Poland, Romania (Office/Hybrid/Remote)

Position Summary:

Bentley Systems is seeking a highly skilled Principal Technical Support Engineer to join our Rapid Resolution Team specifically focused on ProjectWise. As a key member of our team, you will be responsible for leading the technical resolution of complex support cases related to ProjectWise, defining best practices, and fostering collaboration between Global Technical Support and Product Advancement Group.

 We will rely on you for the following:

-Dedicated to our users and committed to ensuring our products support their success.
-Provide Level 3 advanced troubleshooting and technical assistance for ProjectWise Product functionality/features.
-Coordinate in-depth investigation for cases that cannot be resolved by standard ProjectWise Support (Level 2).
-Independently scopes, designs, and delivers solutions for large, complex technical issues.
-Act as a liaison between Technical Support Engineers and Developers in our Product Advancement group.
-Interact with Standard Support and users to gather detailed information, collect logs for investigations and ask targeted questions to narrow down the root cause.
-Maintain accurate notes and details on user support cases and provide documentation to users.
-Serve as a point of escalation for facing complex technical challenges.
-Properly escalate issues that require developers to engage appropriate internal teams.
-Share updates on specific issues that could affect multiple users and accounts.
-Document software problem defects for review and take corrective actions.
-Document advanced technical knowledge and gather insights to provide continuous training to the general support organization.
-Act as the go-to person in Technical Support for their area of expertise.
-Influence prioritization of bug fixes with Developers. based on user impact and commercial agreement. 
 

What You Bring to The Team:

-Expert knowledge of ProjectWise suite of Products, both Web, Desktop and Server.
-Advanced, progressive experience in the Administration of Engineering Information/Document Management systems.
-Familiarity with programming language (e.g. .Net and C++) and experience in reading and interpreting log files.
-Strong understanding of ProjectWise Integration with other Bentley products.
-Intermediate to Advanced knowledge of relational databases: Microsoft SQL Server or Oracle.
-Advanced knowledge of Windows Operating System (Server and client) with respect to administration and debugging.
-Bachelor’s degree in information technology or relevant technical discipline.
-A “user first” approach and strong critical thinking; with a desire to solve problems with excellent troubleshooting skills.
-Internal and External Communication to be handled with patience, friendliness, and clarity.
 

What would make you stand out:

-Intermediate knowledge of IIS (Internet Information Services),
-Intermediate to Advanced knowledge of Networking (DNS, TCP\IP, FQDN, cluster environments).
-Intermediate to Advanced knowledge of Cloud Technologies, Grafana, Kubernetes, and related tools.
 

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 diversely international team.

•            A supportive and collaborative environment.

•            Colleague Recognition Awards.

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

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.

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