Cloud Support Engineer
(Please submit resume in ENGLISH)
Location: Home-based in Mexico
We are looking for a skilled professional to join the support team as a Technical Support Engineer, Level 1, Cloud-focused. In this role, you’ll be the go-to person for our users, helping them through phone, email, and our web portal.
Key Responsibilities:
- Customer Service Excellence:
- Create a professional and friendly environment to deliver exceptional support via phone, email, and our Web Portal, addressing technical issues and providing clear solutions while building strong user relationships to enhance satisfaction and trust.
- Technical and Operational Support:
- Provide technical support for cloud-based solutions and Bentley’s core products, including troubleshooting complex issues by analyzing logs and identifying recurring issues and patterns to enhance software stability and improve the user experience.
- Request and Issue Management:
- Utilize our Service Request Management tool to precisely track and document service requests, and escalate unresolved issues to the relevant internal departments, including Product Support, Licensing, and Cloud Operations.
- Collaboration and Communication:
- Serve as the liaison between users and product and Technology support teams, collaborating with both internal and external stakeholders in a dynamic fast-paced environment.
- Knowledge and Documentation:
- Develop and maintain comprehensive records of support requests, interactions, solutions, and known issues. Contribute to the creation and updating of technical knowledge base articles and documentation.
- Share ongoing technical challenges with the team to connect related cases and improve support processes.
- Global Team Support:
- Collaborate with a global team operating 24/7 to ensure continuous support coverage.
- Shift Timings
- This role includes rotational shifts, including working on weekends and nights.
Qualifications:
- Bachelor’s Degree with 2-3 years of client-facing technical support experience and global user interaction.
- Strong problem-solving skills with a "user-first" approach and excellent troubleshooting abilities.
- Intermediate knowledge of networking (DNS, TCP/IP, FQDN, cluster environments) and cloud infrastructure (AWS, Azure, etc.).
- Intermediate proficiency in Windows Operating Systems (Server and client) for administration and debugging.
- Basic to intermediate knowledge of IIS (Internet Information Services) and relational databases (Microsoft SQL Server or Oracle).
- Excellent written and verbal communication skills in English.
- Ability to handle communication with patience, friendliness, and clarity, and document methodically.
- Effective collaboration with global colleagues and strong time management skills for task prioritization and scheduling.
- Flexibility to work various shifts, including evenings and nights, to support a global user base.
- Self-motivated with experience in a 24/7 support environment.
- Cloud certification (e.g., MS Azure, AWS, Google Cloud, IBM) is a plus.
- Knowledge of ITIL v3 or certification would be an advantage
- Exposure to ServiceNow or other service management platform
- Familiarity with Bentley Systems products would be a plus.
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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.
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.
