**Technical Support Engineer**
**(Please submit resume in English)**
**Location**:Mexico (Office/Hybrid/Remote)
**Position Summary**:
**We will rely on you for the following**:
- 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.
- Engage on Team Scrum calls to discuss issues and liaison with the team




- 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 integral 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, TCPIP, 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 (PrintingPlotting).
- 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.
- 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 - Remote**:
**LI - Hybrid**:
**About Bentley Systems**:
**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.

📌 Technical Support Engineer (Xico)
🏢 Bentley Systems
📍 Xico