Manager, Technical Support

Job Description:  

• Bentley Systems is seeking a talented individual to become a valued member of our Technical Support Team

• As part of the team, you will be the point of contact for our users via phone, e-mail, and web portal for cloud infrastructure related issues, coach/train colleagues, help draft SOPs, and join internal process improvement projects
• This is a user facing role, key for gathering all the necessary information for technical support, executing troubleshooting, validating server setup and license expiration cycles for our users.
• This role also interfaces with internal teams such as Product Support, Licensing and Cloud Operations, as well as professional services, and sales departments. 
• The position is responsible for problem analysis, documentation, resolution and elevation involving Bentley’s supported products.

Responsibilities  

• Create a friendly and professional environment, to give Bentley’s users a first in class customer service experience.
• Provide users general technical assistance for cloud-based solutions, first level troubleshooting for core Bentley products, and validation of licensing cycles.
• Provide effective assistance through phone, e-mail, and Web-Portal.
• Maintain Service Requests in our preferred Service Request Management tool
• Advise and educate users on simple but effective solutions which could improve their experience with our tools.

• Properly elevate unresolved issues to appropriate internal teams. (e.g. Product teams, Licensing team, Cloud Operations)
• Work in a fast-paced environment while collaborating with internal and external stakeholders.
• Act as a liaison between users and different Product and Technology support.
• Ask users targeted questions to quickly understand the root of the problem
• Maintain accurate notes and details on user support requests.

• Share with team members ongoing challenges with technology to facilitate linkage to similar cases.
• Document technical knowledge in the form of Knowledge base Articles or Communities Posts.
• Regularly monitor server reports to promptly identify possible overcapacity issues.
• Contribute to meet and maintain Service Level OKRs.
• Contribute to Bentley Communities and answer user queries.

• Work in a global team in a 24/7 support model

Qualifications:  

• A Bachelor’s Degree with at least 6 years of experience in client facing technical support and exposure to global user interactions.
• A "user first" approach and strong critical thinking; with a desire to solve problems with excellent troubleshooting skills.

• Intermediate knowledge of Networking (DNS, TCP IP, FQDN, cluster environments)
• Intermediate knowledge of Cloud infrastructure
• Intermediate knowledge of Windows Operating System (Server and client) with respect to administration and debugging.
• Beginning to intermediate knowledge of IIS (Internet Information Services),
• Beginning to intermediate knowledge of relational databases: Microsoft SQL Server or Oracle.

• Possess excellent written and verbal communication skills in English.
• Internal and External Communication to be handled with patience, friendliness, and clarity.
• Emotional intelligence when talking with users and the ability to document in a methodical manner.
• 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.
• Experience working in different shifts; including but not limited to Evening / Night Shifts to support our Global Userbase.
• A motivated self-starter with the ability to work independently and in a team.
• Previous experience in a 24/7 support environment.
• Cloud certification (MS Azure, AWS, Google cloud, IBM etc..) required

Other Important Assets:  

• Bentley Product knowledge.
• Knowledge on CAD design tools and CAD software.

• Knowledge on document management systems such as SharePoint, Documentum, Vault, Aconex.