Technical Support, 3D Substation Designer

Technical Support, 3D Substation Designer

(PLEASE SUBMIT RESUME IN ENGLISH)

Location: Hybrid or Home-based in Brazil

Position Summary:

Bentley Systems is seeking a talented individual to become a valued member of our Global Technical Support team to support OpenUtilities Substation, a comprehensive intelligent substation design tool aimed at making substation design faster, easier, and more efficient.

This position is responsible for providing technical and user support via phone, e-mail, and web portals for Bentley’s users. This is a hands-on position that will interface with our users as well as our development, professional services, and sales departments. The position is responsible for problem analysis, documentation, resolution, escalation, and creating content (like manuals, videos, etc.) involving Bentley’s supported products. There will also be a requirement to provide remote and onsite training/demos as well as consultancy services for our users.

Responsibilities:

• Serve as the primary support liaison between the Customer and Bentley Systems in a 24 x 5 environment.
• Provide prompt and courteous troubleshooting and technical support to users via e-mail, phone, and web portal.
• Provide On-site assistance with complex technical solutions requiring changes to core functionality, code, and systems operation.
• 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.
• Troubleshoot the user's support request using the available tools and resources while following the appropriate processes and procedures.
• Advise and train users regarding the product’s proper use and address specific user issues.
• Act as liaison between user and development support.
• Provide proper diagnosis and resolution to the user.
• Keep accurate notes and details on user support requests.
• Communicate with staff members regarding current/ongoing issues.
• Document software problem defects for review and corrective action.
• Meet with internal Bentley teams to provide the users’ perspective on our products and services.
• Create tests, tools, and diagnostic procedures for use by product support personnel.
• May quality check technical product documentation.
• Participate & contribute to writing blogs, KBs, and Tech articles on the company’s portal.
• Create content (e.g. Wikis, Videos, technical tutorials, etc.) for the product features and operations.
• Provide training and demos to users on product upgrades and adoption.
• Able to work different shift hours for Global users (different time zones).

Required Knowledge, Skills, or Abilities:

• 1-5 years of experience in technical support with user interaction and troubleshooting fundamentals demonstrated.
• Experience in working with Schematic, Panel layout drawings, SLD, and Substation Design would be an added benefit.
• Knowledge of MicroStation, ProjectWise, ETAP, and SQL Database along with Basic Query is an asset.
• Possess excellent written and verbal communication skills.
• Good analytical skills.
• Good communication/writing skills in any global language would have added benefits.
• A motivated self-starter with the ability to work independently.

About Bentley Systems:

Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world’s infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Our offerings, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent’s software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations. Bentley Systems’ 5,200 colleagues generate annual revenues of more than $1 billion in 194 countries.

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.