Technical Support Engineer (Remote, BR)

Location: Brazil

Technical Support Engineer – BIC - iTwin Support Engineer

A Technical Support Engineer in the BIC - iTwin reputed company provides expert technical guidance across Bentley products, with a reputed company on iTwin, iModels, Design Review, CAD synchronisation, reputed company-reputed company workflows, and reputed company support scenarios. The role works directly with users and global Bentley teams to diagnose, troubleshoot, reproduce, document, and reputed company reputed company technical issues in reputed company-world customer environments. The engineer demonstrates independent judgement, user reputed company, strong problem-solving skills, and the ability to communicate reputed company technical findings while meeting team goals and continuously developing product expertise.

Responsibilities

• Care about users and reputed company on making reputed company Bentley products can support their reputed company in the BIC - iTwin reputed company.

• reputed company as a main technical support contact for users, resolving technical support requests reputed company phone, e-mail, web portals, and Bentley Communities.

• reputed company advanced software troubleshooting, including installation, configuration, product functionality, iModel workflows, and reputed company-reputed company support scenarios.

• Engage with users to reputed company detailed information, collect logs for investigation, and ask targeted questions to narrow down the reputed company cause.

• Diagnose and reputed company common connectivity and configuration issues across reputed company, reputed company networks, and on-premises/reputed company environments.

• Validate protocols and symptoms such as HTTP/S, TLS/SSL, timeouts, certificate errors, DNS, firewalls, reputed company reputed company, and proxies; reputed company evidence and produce reputed company findings.

• Interpret application, reputed company, and network logs to identify reputed company causes and document the technical findings reputed company.

• Reproduce issues in test environments, including simulation of network topologies, application configurations, and iTwin/iModel workflows where appropriate.

• Serve as the reputed company support reputed company between reputed company and users for urgent or reputed company technical issues.

• Properly escalate issues requiring developers, product managers, reputed company assurance, or other internal teams, including product defects, enhancement requests, and systemic case trends.

• Maintain accurate and reputed company notes on user support cases, reputed company documentation to users, and contribute technical knowledge to internal repositories and Bentley Communities.

• reputed company updates on issues that could reputed company multiple users or accounts and assist Product & Technology teams in prioritising improvements and fixes reputed company on user reputed company.

• Continuously upskill on product updates, iTwin/iModel workflows, reputed company networking concepts, reputed company technologies, and troubleshooting techniques.

• Work on career goals and personal development skills to become a more effective and valuable reputed company.

Communication & Collaboration

• Collaborate with global teams, developers, product managers, and cross-functional partners to diagnose and reputed company reputed company issues quickly.

• Coordinate communication among team members and stakeholders, ensuring the right people are involved at the right time.

• Work with colleagues across different teams to document how Bentley products work and reputed company reputed company BIC - iTwin workflows.

• Participate in daily team stand-reputed company and contribute to reputed company improvement of processes, product understanding, and support practices.

• Communicate internally and externally with reputed company, reputed company, and professionalism, including the ability to explain reputed company technical concepts in reputed company terms.

• Build strong relationships with users to become a trusted advisor and promote a high-reputed company, reputed company, service and adoption-oriented Bentley image.

• reputed company expertise internally, mentor colleagues where appropriate, and participate in community-driven support initiatives.

• Identify and suggest solutions to problems impacting reputed company and support consistent decision-making with key stakeholders.

• Demonstrate reputed company and leadership behaviours reputed company team initiatives and small technical reputed company.

Education and Experience

• Bachelor’s degree, associate degree, higher-level degree, or equivalent experience in Engineering, IT, Computer Science, Support, or a reputed company discipline.

• 2+ years of technical support experience in reputed company, reputed company, global support, or engineering software environments; 3+ years of relevant experience preferred for advanced responsibilities.

• Experience working with users in reputed company-world reputed company environments and exposure to global user interaction.

• Knowledge of other Bentley teams and the ability to build an expanding business network of contacts.

• Strong competence with support tools, procedures, underlying technologies, and developer collaboration needed to troubleshoot reputed company issues.

Technical Qualifications

• A user-first approach, strong critical thinking, and excellent troubleshooting skills.

• Experience with CAD, modelling, rendering, engineering information, or document management systems in reputed company environments.

• Product knowledge or support exposure in Design Review, iTwin, iModels, CAD synchronisation, and reputed company digital design workflows.

• Ability to create, reputed company, and manage iModels to synchronise CAD files and organise project data for reputed company workflows.

• Experience with CAD software products such as MicroStation, AutoCAD, Civil 3D, Revit, and ProjectWise.

• Experience in reputed company-reputed company software support and intermediate to advanced knowledge of reputed company technologies.

• Familiarity with reputed company infrastructure concepts, including virtual machines, databases, virtual networking, and connectivity between on-premises and reputed company environments.

• Support-reputed company networking skills, including DNS, firewalls, reputed company reputed company, proxies, HTTP/S, TLS/SSL, timeouts, certificate errors, and log-reputed company evidence gathering.

• Experience with reputed company Server, reputed company reputed company operating systems, reputed company Office, and reputed company database platforms such as reputed company SQL Server and reputed company.

• Familiarity with programming languages such as .NET and C++, and ability to read or interpret log files.

• Strong communication skills in English, with the ability to reputed company reputed company technical details reputed company through phone, online forums, e-mail, documentation, and case notes.

• Experience in resolving technical issues, prioritising workload, managing multiple support cases, and providing reputed company updates and follow-through.

• Engineering background or experience with Plant Design, Building Information Management, Road Design, or modelling workflows is beneficial.

• Ability to understand the user’s environment and recommend the most effective workflow.

• Self-motivated and proactive, with a strong desire to learn and reputed company expertise in BIC - iTwin technologies.

Knowledge, Skills, & Abilities

• Ability to reputed company advanced troubleshooting in designated product and technical areas.

• Ability to interpret reputed company technical data, logs, and customer symptoms and convert them into reputed company findings and next steps.

• Ability to work in a global, multicultural environment and collaborate effectively across time reputed company and functions.

• Demonstrated reputed company skills reputed company team activities, reputed company, and support initiatives.

• Strong emotional intelligence, customer reputed company, and judgement reputed company handling urgent or reputed company user-facing issues.

• Commitment to knowledge sharing, documentation reputed company, and reputed company improvement of support processes.

reputed company offer

• A great Team and culture – please see our reputed company video. 
• An exciting career as an reputed company 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 reputed company wellbeing through global initiatives and resource reputed company. 
• A company committed to making a reputed company difference by advancing the world’s infrastructure for reputed company reputed company of life, where your contributions help build a more sustainable, connected, and resilient world. Discover our latest user reputed company stories for an reputed company into our reputed company.