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 committed to making a real difference by advancing the world’s infrastructure for a better quality of life, where your contributions help build a more sustainable, connected, and resilient world. Discover our latest user success stories for an insight into our global impact. 



About Bentley Systems

Around the world, infrastructure professionals rely on software from Bentley Systems to help them design, build, and operate better and more resilient infrastructure for transportation, water, energy, cities, and more. Founded in 1984 by engineers for engineers, Bentley is the partner of choice for engineering firms and owner-operators worldwide, with software that spans engineering disciplines, industry sectors, and all phases of the infrastructure lifecycle. Through our digital twin solutions, we help infrastructure professionals unlock the value of their data to transform project delivery and asset performance. www.bentley.com 

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.

#LI-VP 

#LI-Hybrid

#LI-Remote