Technical support engineer

TECHNICAL SUPPORT ENGINEER Location: Pune (Hybrid or Home:based) Position Summary: Bentley Systems is seeking a talented individual to become a valued member of our Product Support team as aTechnical Support Engineer (TSE). The role requires providing technical assistance to our users, via our web:portal and phone system, for a mission:critical Document Management Product. This is a hands:on position that interfaces with our users, Development team, Professional Services colleagues, and the Sales department. Responsibilities : Provide technical diagnosis and resolution to reported issues regarding ProjectWise. : Advise and educate users on accurate ProjectWise workflows. : Properly escalate unresolved issues to the appropriate internal teams, acting as a liaison between users and Product Management/Development. : Maintain accurate updated notes and details on user issues . : Document software defects and create technical knowledge in the form of Knowledgebase Articles or Communities Posts. : Communicate with team members regarding current/ongoing issues via daily scrum team calls. : Work in a fast:paced environment while collaborating with internal and external stakeholders. Qualifications: : Bachelor s Degree with atleast 2years of experience in Product T echnical S upport and exposure to Global user interactions. : Beginner to Intermediate knowledge of relational databases: Microsoft SQL Server or Oracle . : Beginner to Intermediate knowledge of IIS (Internet Information Services), : Intermediate knowledge of Networking (DNS, TCPIP, FQDN, cluster environments) : Intermediate knowledge of Windows Operating System (Server and Client) with respect to administration and debugging. : Ability to ask targeted questions to understand product issues quickly and efficiently. : Strong critical thinking/troubleshooting skills. : Excellent written and verbal communication skills. : A motivated self:starter with a user first approach and desire to solve problems. : Professionalism, patience, friendliness, and clarity, when providing responses both Internally and Externally. : Emotional intelligence when talking with users and the ability to methodically document information. : Exposure to answering queries via a Customer Relationship Management (CRM) system and Public Community forums. : Ability to work well with Global colleagues in a team environment. : Ability to manage time effectively by, prioritizing, scheduling, and delegating tasks to ensure they are completed within expected timelines. Though not required , these are some good skills to have: : Product knowledge ofProjectWise or similar Document Management Systems such as: SharePoint, Documentum, Vault, Aconex, etc. : Prior experience with CAD Software Tools such as: MicroStation, AutoCAD, Revit, Civil 3D, etc. Daily Activities/Tasks: : Review individual backlog and prioritize aged and escalated issues . : Reproduce issues in:house on test systems (Virtual Machines) to isolate the cause of the problem. : Monitor the Team queue and select issues in the order of priority, impact, and duration . : Update and follow:up with users via our web portal and phone system on existing issues . : 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 to provide public information on product workflows and answer user queries. : Update the Team Technical Knowledge Base and share updates with the team. : Reoccurring Product t raining through internal Pathways, Wikis, videos etc. : C ommunicate potential Defects/Enhancements to the Product Management/Development teams. : Provide a handov