Technical Support Engineer

Technical Support Engineer
Location:
Mexico (Remote, Hybrid, or Office-Based)
Position Summary:
Bentley Systems is seeking a highly analytical and customer-focused Technical Support Engineer to join our Global Technical Support team. In this vital role, you will provide critical technical assistance for ProjectWise—our industry-leading cloud collaboration and engineering document management platform.
This is a hands-on, highly collaborative position where you will serve as the primary interface for our users while working closely with Bentley's Development, Professional Services, and Sales departments. If you have a passion for problem analysis, structured troubleshooting, and advocating for user success, we want you on our team.
Responsibilities:
Technical Assistance: Provide expert troubleshooting and support for ProjectWise platform features and functionalities via email, service tickets, phone, and the Bentley Communities portal.
Issue Resolution & Escalation: Isolate, diagnose, and resolve technical issues, or escalate complex, unresolved bugs to appropriate internal teams (such as Software Developers) with comprehensive documentation.
User Enablement: Advise and educate users on best practices, optimal configurations, and custom workflows to help them maximize their return on ProjectWise.
Internal Liaison: Act as a critical feedback bridge between end-users and Product Management/Development teams to drive continuous software improvement.
Knowledge Creation: Author highly detailed technical knowledge base articles and Bentley Communities posts to facilitate self-service resolution for global users.
Collaborative Support: Participate in daily team scrum calls to discuss complex issues, share technical insights, and ensure consistent global support coverage.
A Day in the Life
Your typical day-to-day activities will focus on proactive backlog management and continuous technical upskilling:
Queue Management: Monitor the team support queue and select cases based on priority, impact, and age.
Review your personal backlog, prioritizing aged and escalated user requests.
Technical Analysis: Replicate user-reported issues in-house on virtual test environments to isolate root causes.
Document software defects systematically for product engineering review.
Communication: Adhere to the scheduled phone queue rotation, process voicemails, and conduct remote troubleshooting sessions.
Provide clean, documented handovers to the incoming global support shift when necessary.
Professional Growth: Commit to weekly technical upskilling by consuming internal training pathways, wikis, and videos.
Qualifications:
Education: Bachelor's degree in information technology, Computer Science, Engineering, or a related technical field.
Experience: 2+ years of technical support experience with a proven track record of supporting global, enterprise-level users.
Networking Foundations: Solid knowledge of networking principles, including DNS, TCP/IP, FQDN, and clustered server environments.
Operating Systems: Practical experience administering and debugging Windows Operating Systems (both Client and Server editions).
Databases: Hands-on experience or solid familiarity with relational databases, specifically Microsoft SQL Server or Oracle.
Document Management: Experience with the administration of Engineering Information or Enterprise Document Management Systems (EDMS).
Soft Skills: Outstanding emotional intelligence, strong critical thinking, proactive time management, and a dedicated "user-first" mentality.
Communication: Fluent in English with outstanding written and verbal communication skills, including the ability to accurately document technical processes.
What Will Make You Stand Out :
ProjectWise Infrastructure: Proven success administering and managing ProjectWise environments.
Alternative EDMS Platforms: Familiarity with comparable document management systems (e.g., Documentum, Vault, or Aconex).
Web Services: Practical knowledge or experience configuring and managing Microsoft Internet Information Services (IIS).
CAD/BIM Integrations: Hands-on experience with engineering design applications like MicroStation, AutoCAD, Revit, Civil 3D, or IPLOT.
Cloud & Advanced Features: Familiarity with extended ProjectWise cloud capabilities (such as Deliverables Management, ProjectWise Drive, WSG, or ICS for PDF publishing).
What We Offer:
A great Team and culture – please see our
colleague video
.
An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this
short documentary
about how we got our start.
An attractive salary and benefits package.
A commitment to inclusion, belonging, and colleague well-being through global initiatives and resource groups.
A company