Company Name

Bentley Systems India Pvt Ltd ( Pune )

Job Description

• Bentley Systems is seeking a talented individual to become a valued member of our Support team . A Support Engineer with high expertise with significant autonomy and responsibility. This role is expected to complete a wide range of tasks and have advanced knowledge in different Product areas.Anticipates technical challenges and has a deep understanding of the product(s) in their domain. Persistently debugs the most complex issues by finding the root cause or a viable workaround.Provides oversight, coaching, and guidance to colleagues in the team and is the gatekeeper of the cooperation between Global Technical Support and Product Advancement Group.
  Responsibilities:
  • Dedicated to our users and committed to ensuring our products support their success.
  • Provide advanced troubleshooting and technical assistance for ProjectWise Product functionality / features.Independently scopes, designs, and delivers solutions for large, complex technical issues.
  • Interact with 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.
  • Serves 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 defect fixes with Developers based on user impact and commercial agreement.

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