212 Ofertas de Backbone Support Engineer en Mexico

At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE.

JOB SUMMARY:
IT Client Support Specialist deploy and support the systems and technologies required by corporate, manufacturing, and distribution center users in a global enterprise environment. In addition to supporting all technology needs of Polaris employees, IT Client Support Specialist may also assist in providing local hands on support for corporate tier 3 IS teams.

ESSENTIAL DUTIES & RESPONSIBILITIES:

- Assess and prioritize daily work based on outstanding Worldwide Service Desk issues
- Ticket and time tracking using our ITSM solution, ServiceNow.
- Provide rapid-response support to all distribution centers, corporate offices, and manufacturing facilities.
- Support of devices such as laptops, desktops, handheld barcode scanners, custom workstations, label printers, and other proprietary technology
- Administration of Active Directory and O365 for all user and end-user system objects
- Provide local hands-on support for corporate tier 3 IS teams including problem reporting and resolution for distribution centers, corporate offices, and manufacturing facilities.
- Maintain ongoing computer refreshes and setups.
- Create documentation, standard work, and knowledge base articles.
- Act as a local resource for Worldwide Service Desk projects.
- Participation in after hours on-call support may be required.
- SKILLS, KNOWLEDGE & EDUCATION:

- 3-5 years’ experience working in an enterprise helpdesk setting required.
- Must have Professional Title certificate.
- Intermediate/Advanced English communication skills
- Advanced knowledge of modern computer hardware wired and wireless networking, handheld barcode scanners, IP phones, printers, and peripheral computer equipment required.
- Advanced knowledge of Windows 7, Windows 10, and server operating systems required.
- Experience configuring and maintaining laptops and desktops in an enterprise environment required.
- Experience with Microsoft Office 2016 and above, specifically Outlook, Word, Excel, and PowerPoint
- Self-motivated with the ability to work independently and/or collaboratively with remote peers.
- Excellent communication and customer service skills required.
- WORKING CONDITIONS:

- Required to work 3rd shift onsite support (one week, every 3rd week)
- Manual and physical dexterity required.
- Must be able to lift 40 + pound equipment.
- Warehouse, office, and manufacturing environment
- Occasional travel may be required.

About Polaris

As the global leader in powersports, Polaris Inc. (NYSE: PII) pioneers product breakthroughs and enriching experiences and services that have invited people to discover the joy of being outdoors since our founding in 1954. Polaris' high-quality product line-up includes the Polaris RANGER®, RZR® and Polaris GENERAL side-by-side off-road vehicles; Sportsman® all-terrain off-road vehicles; military and commercial off-road vehicles; snowmobiles; Indian Motorcycle® mid-size and heavyweight motorcycles; Slingshot® moto-roadsters; Aixam quadricycles; Goupil electric vehicles; and pontoon and deck boats, including industry-leading Bennington pontoons. Polaris enhances the riding experience with a robust portfolio of parts, garments, and accessories. Proudly headquartered in Minnesota, Polaris serves more than 100 countries across the globe.

EEO Statement

Polaris is an Equal Opportunity Employer and will make all employment-related decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, marital status, familial status, status with regard to public assistance, membership or activity in a local commission, protected veteran status, or any other status protected by applicable law.

Technical Support Engineer
**Location:** **This role is available as a hybrid or fully remote in Mexico.**
**Job Description**
The Technical Support Engineer will be primarily responsible for delivering technical assistance related to Bentley's Offshore Structural Engineering software, SACS.
**Responsibilities**
+ Provide technical support to users through Web, Phone & Email on SACS
+ Troubleshoot and resolve users' issues quickly and accurately, thereby driving user satisfaction and usage
+ Help in developing the product by conveying user feedback to the product team through logging of bugs/enhancement requests
+ Coordinate with Development, QA & Product Management teams to prioritize bug fixes
+ Create knowledge articles, edit existing articles to keep them current, and use those to support users
+ Test a product or a feature before a release
+ Carry out on-site/web-based technical presentations to users
**Qualifications**
+ Bachelor's degree in Civil, Structural, or Ocean Engineering
+ 1-5 years of prior offshore structural engineering-related experience
+ Knowledge of finite element modeling, analysis & design
+ Knowledge of offshore design codes API RP 2A and ISO 19902
+ **Experience using SACS** . Experience using MOSES, ADINA, Staad, or AutoPIPE would be an advantage
+ Excellent communication skills in English (verbal & writing)
+ Self-motivated, proactive individual with a strong desire to learn
**LI-RB**
**LI-Remote**
**LI-Hybrid**
 **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. 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.
Equal Opportunity Employer/Minorities/Females/Veterans/Disabled

**About Us**
We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead. 
We are a sustainable company engaged to the values of Excellence, Innovation, Collaboration, Respect and Responsibility. We seek professionals who share our vision of creating sustainable solutions that improve lives and protect the planet, today and for future generations.
We are looking for your talent, join our team and start your journey today!
**Technical Support Engineer**
**Job Description / Responsibilities:**
+ Providing customer remote support for issues in HVAC & Refrigeration controllers in site via chat functions, emails, and calls.
+ Providing customers with step-by-step guidance to resolve technical problems.
+ Following up on technical queries and providing prompt feedback.
+ Prioritizing customer queries and escalating serious technical issues.
+ Documenting error reports and monitoring performance metrics.
+ Establish remote connection with new and existing stores.
+ Update call-tracking system in place, with required information.
+ Programming and set point configuration and changes per requirements.
+ Keep track of set point changes.
+ Technical training to external personnel.
+ Executive reports with trends, graphs, dashboards, infographic and suggestions to our client monitoring department.
+ Update external new projects spreadsheet.
+ Report and solve any problems with controllers.
+ Maintain proficiency in all products and services that company offers. This includes installation, programming, and equipment protocol.
**Requirements:**
+ Equivalent from two-year college or technical school along with five years related experience and/or training, or equivalent combination of education and experience. Bachelor's Degree it's desirable.
+ Computer skills including word processing, database, power point presentations, Internet software, E-mail, Windows PC, Power BI, Excel Advanced
+ Strong problem-solving skills
+ Excellent analytical skills - the ability to identify trends, patterns, and insights from data.
+ Understanding of reporting & data visualization tools such as Power BI
+ Excellent written and verbal communication skills
+ Ability to carry out assigned tasks to the required standards with minimal supervision.
+ Ability to work independently as well as within a team.
**Our Commitment to Our People**
Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That's why everything we do is geared toward a sustainable future-for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial.
Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally.
We provide employees with flexible and competitive benefits plans that offer the right options to meet your individual and family needs. Some items may include flexible schedules and remote work, professional development opportunities, paid parental leave, vacation and holiday leave.
Together, we have the opportunity - and the power - to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team!
**Our Commitment to Diversity, Equity & Inclusion**
At Copeland, we believe having a diverse, equitable and inclusive environment is critical to our success. We are committed to creating a culture where every employee feels welcomed, heard, respected, and valued for their experiences, ideas, perspectives, and expertise. Ultimately, our diverse and inclusive culture is the key to driving industry-leading innovation, better serving our customers, and making a positive impact in the communities where we live.
**About Copeland**
We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial, and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software, and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.
Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today!
No calls or agency requests please.
**Our Commitment to Our People**
Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That's why everything we do is geared toward a sustainable future-for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial.
Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally.
Together, we have the opportunity - and the power - to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team!
**Our Commitment to Diversity, Equity & Inclusion**
At Copeland, we believe having a diverse, equitable and inclusive environment is critical to our success. We are committed to creating a culture where every employee feels welcomed, heard, respected, and valued for their experiences, ideas, perspectives and expertise. Ultimately, our diverse and inclusive culture is the key to driving industry-leading innovation, better serving our customers and making a positive impact in the communities where we live.
**Equal Opportunity Employer**
Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, or disability. We are committed to providing a workplace free of any discrimination or harassment.
**No calls or agency requests please.**
With $5B of global revenue, Copeland is a leading provider of compression products, electronics, software, and solutions across many applications within Heating, Ventilation, Air Conditioning, and Refrigeration (HVACR), where macro and regulatory trends towards environmental sustainability, leads to changes in HVACR technology. Other products include other heating applications, food service and retail, transportation, and healthcare/life sciences. This new business also has a solution portfolio that manages, monitors, and controls refrigeration units in the commercial setting, as well as software solutions that measure and monitor temperature conditions of refrigerated goods in transit, where there is a greater emphasis on energy management/sustainability solutions globally.

**Technical Support Engineer**
**(Please submit resume in English)**
**Location:** Mexico (Office/Hybrid/Remote)
**Position Summary:**
Bentley Systems is seeking a talented individual to become a valued member of the Product Support team as a **Technical Support Engineer.** As part of the Global Technical Support team, the technical support engineer is responsible for providing technical assistance on the product via (inbound/outbound) phone, e-mail, and web portal. 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, and escalation involving Bentley's supported products
**We will rely on you for the following:**
+ Provide troubleshooting and technical assistance for ProjectWise Product functionality/features to users via e-mail, service tickets, phone, and web-portal (BE Communities.
+ 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.
+ Advise and educate users on accurate usage of the Product and address specific use cases reported on the Service Requests.
+ Work in a fast-paced environment while collaborating with internal and external stakeholders.
+ Act as a liaison between users and Product Management/Development.
+ Research and identify solutions to ProjectWise Product functionality/features.
+ Ask users targeted questions to quickly understand the root of the problem.
+ Maintain accurate notes and details on user support requests.
+ Properly escalate unresolved issues to appropriate internal teams (e.g., software developers).
+ Communicate with team members regarding current/ongoing issues via daily scrum calls.
+ Document software problem defects for review and take corrective actions.
+ Document technical knowledge in the form of Knowledgebase Articles or Communities Posts.
+ Meet with internal Bentley teams to provide the users' perspective on our products and services.
**Your daily tasks will look like this:**
+ Review individual Support Case Backlog and prioritize Aged and Escalated Requests.
+ Reproduce issues in-house on test systems (Virtual Machines) to isolate the cause of the problem.
+ Monitor the Team Support Cases Queue and pick issues in the order of priority, impact, and age of the Service Request.
+ Update and follow-up with users over the phone/email on existing Requests.
+ Engage on Team Scrum calls to discuss issues and liaison with the team
+ Adhere to Phone Queue Schedule and ensure phones are always manned and voicemails processed.
+ Contribute to Bentley Communities and answer user queries.
+ Update the Team Technical Knowledge Base and share updates with the team.
+ Upskill on Product Knowledge by focusing on a new topic every week. Consume Training through internal Pathways, Wikis, videos, etc.
+ Channelize potential Defects/Enhancements to the Product Management/Development teams.
+ Provide a handover to the next shift with appropriate documentation when needed
**What You Bring to The Team:**
+ 2+ years of experience in technical support and exposure to global user interaction.
+ Bachelor's degree in IT, Engineering, or related fields.
+ Experience or Knowledge with ProjectWise product suites or similar document management systems such as Documentum, Vault or Aconex.
+ Experience with the Administration of Engineering Information/Document Management systems.
+ Experience or knowledge with relational databases: Microsoft SQL Server or Oracle.
+ Experience or knowledge with Networking (DNS, TCPIP, FQDN, cluster environments).
+ Experience or knowledge with Windows Operating System (Server and client) for administration and debugging.
+ A "user first" approach and strong critical thinking, with a desire to solve problems with excellent troubleshooting skills.
+ Emotional intelligence when talking with users, and the ability to document methodically.
+ Exposure to answering queries via Service Requests and Communities forum posts.
+ Ability to work well with Global colleagues to help address user issues.
+ Ability to manage time effectively by delegating, prioritizing, and scheduling tasks to ensure they are completed in the expected timelines.
+ A motivated self-starter with the ability to work independently and in a team.
**What would make you stand out:**
+ Experience with ProjectWise infrastructure.
+ Knowledge or experience of IIS (Internet Information Services),
+ Proven success in all aspects of ProjectWise Administration.
+ Experience with MicroStation, AutoCAD, Revit, Civil 3D, IPLOT (PrintingPlotting).
+ Knowledge with extended ProjectWise features (Publishing such as ICS for PDF, BAS; Bentley cloud features such as Deliverables Management, ProjectWise Drive, ProjectWise Projects, WSG, etc.)
**What We Offer:**
+ A great Team and culture - please see our Recruitment Video ( .
+ An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
+ Competitive Salary and benefits.
+ The opportunity to work within a global and diverse international team.
+ A supportive and collaborative environment.
+ Colleague Recognition Awards.
**LI-RB1**
**LI - Remote**
**LI - Hybrid**
 **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. 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.
Equal Opportunity Employer/Minorities/Females/Veterans/Disabled

**_Profile and Experience: _**
- A minimum of 2 years of experience in IT position; Digital advertising industry preferred
- A minimum of a Bachelor’s degree required
- Database administration and development knowledge, especially MySQL and Redshift databases
- Strong Knowledge of writing complex SQL queries and performance tuning techniques
- Experience in Linux Operating System, Distributed Systems, and Web Services
- Basic scripting skills in Bash and Ruby
- Proficient in debugging issues on the HTTP Web traffic
- Knowledge of troubleshooting software on different Operating System versions and hardware
- Familiarity with monitoring systems to catch/prevent issues
- Excellent communication and documentation skills
- Strong analytical thinking, logical reasoning, problem recognition, and problem resolution skills
- Ability to handle several things at a time and prioritize work
- Great work ethic, self-motivated and driven

Tipo de puesto: Tiempo completo, Por tiempo indeterminado

Salario: $16,000.00 - $19,000.00 al mes

Horario:

- Horario flexible
- Lunes a viernes
- Turno de 8 horas

Prestaciones:

- Aumentos salariales
- Opción a contrato indefinido
- Programa de referidos
- Seguro de gastos médicos mayores
- Trabajar desde casa

Idioma:

- Inglés (Obligatorio)

**Technical Support Engineer**

**About the job**

RHI Magnesita is seeking a strategic and customer-oriented Technical Support Engineer in Celaya, MX!

The Technical Support Engineer will serve as the first point of contact with our customer and work very closely to ensure that RHI Magnesita's products are being utilized/installed appropriately in accordance with prescribed guidelines

This role will own the full life cycle of the account for service at customer. No sales activities. They will work to provide regular maintenance on all RHI Magnesita machines, improve sales turnover, support inventory management, identify problems (troubleshooting) and address customer concerns

This position will report to the Head of Count Account Manager. The Technical Support Engineer will travel both domestically and internationally with about 10% travel time.

**The Technical Support Engineer tasks will include**:

- Provide assistance and have general trouble shooting ability with machinery/equipment.
- Daily customer interface related to product sales and performance, along with understanding customer expectations of performance.
- Refractory installation for furnace and ladle of customer account.
- Data tracking related to RHIM products, and competitor product performance.
- Provide service type functions, which may involve product installation support, including customer product training.
- Participate in trials and document results with respect to new and old products. Assist your Superior with the completion of all pre-trial forms, and all trial closing forms.
- Electronic communication should be checked every business day. Calls should be returned within that business day.
- Submit expenditures on a minimum of a bi-weekly basis. Expenditure development should be conducted with the most cost-effective approach in mind.
- Interact with required internal departments.
- Adherence to proper safety requirements by client, and use of appropriate PPE at all customer sites.
- Ability to respond to afterhours urgent or emergency needs of the customer.
- Ability to complete necessary equipment operations and pre-check certifications and standards

**About you** Do you have:

- Bachelor's Degree in Engineering, Materials, Metallurgical, Chemical, Science degree is preferred
- 2+ years of refractory installation or steel mill or foundry experience preferred
- Safety focused. Familiarity with heavy industrial environments and related safety standards
- Exceptional customer service skills both internally and externally
- Independent worker and self-starter, who contributes to the overall team objectives
- Proficiency with MS Office Suite of products, specifically MS Outlook, Word, PowerPoint, and Excel skills - data entry / reports / create basic spreadsheets / basic formulas
- Hands on, forward thinking, and improvement/results driven
- Works effectively and collaboratively, including clear written and verbal communications
- Ability to learn inventory control processes and standard
- 2+ years of refractory installation, steel mill. foundry experience or heavy industrial environments
- Bi
- lingual Spanish and English is a plus

**What we bring to the table**

As a much-valued employer:

- We offer you a varied and challenging role within the world market leader that is driving positive change
- We give you the opportunity to take part in shaping the future of the industry leader in innovative technology
- **Amazing benefits! Christmas Bonus, Food vouchers, Life insurance, Disability Insurance, and more!**

**About RHI Magnesita

Company Overview:
DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

Team Overview:
The Fintech Technical Support Team is a newly founded team to support fintech business operation in Mexico. Technical Support Engineer is responsible for monitoring system performance of multiple business lines, and collaborating closely with peer teams as well as external vendors to solve the issues successfully.

Role Responsibilities:

- Monitor technical system performace daily: own and maintain the core Fintech technical system metrics, dashboards, monitors and alarms; on duty to watch for the metrics changes, stay alert to the alarms, stand by to check in for production issues and provide technical support.
- Facilitate the issue resolution: dive deep to understand the issue thoroughly, figure out the business impact quickly, take immediate actions to to resolve them following SOPs, or escalate to engineering support team; maintain up-to-date POC contacts for all the functional teams in Fintech and its dependent Didi teams, reach out to the appropriate POC if need for help; when external vendors are involved, touch base with them on cooresponding communication channels and chase for resolution.
- Raise the bar for system performance: identify defects in metrics coverage and accuracy, raise to corresponding teams for improvement; proactively identify potential issues and bring the risk to attention before it reaches production.
- Stick to efficiency: build and optimize SOP for common business and technical issues, improve needed toolings, and simplify issue resolution processes.
- Show visibility: host weekly meetings to review operational status with stakeholders, and seek for continuous improvement.
- You will be on rotation with China technical support team for continuous monitoring daily, and hold hand-over sessions with each other before closing the day.

Role Qualifications:

- Years of Experience: 2+ years customer facing technical support experience
- Soft Skills: acute sense for issues, excellent communication and document skills, strong commitment to quality of technical systems
- Hard Skills: Java, SQL, ability to set up monitors and dashboard, identify issues proactively, troubleshoot technical issues with ease and complexity
- Industry Background: Engineering (software developer or support engineer), SRE (site reliability engineer), QA (quality assurance)
- Preferred Industries Experience: Fintech, Payment, Cash loan or Credit card
- Spoken Languages: English + Spanish

EEO Statement:

- We create customer value - We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
- We are data-driven - We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
- We believe in Win-win Collaboration - Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
- We believe in integrity - Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
- We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
- We believe in Diversity and Inclusion - Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

**We are committed to building inclusive and diverse teams.**

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.

**_

**Position Summary**:
Bentley Systems is seeking a talented individual to become a valued member of the AssetWise team as a **Technical Support Engineer**. The AssetWise team is responsible for ongoing support, problem solving, knowledge transfer and updating of the knowledge sharing database of the ALIM (eB) Bentley’s Product.

**Your Day-to-Day**:

- Managing client inquiries and accurately documenting incidents via an online case management tool & knowledge base
- Performing troubleshooting to diagnose the root cause and resolve the issue quickly and effectively.
- Performing testing to ensure that the solution was successful.
- Escalating more complex issues when needed
- Improving front-end troubleshooting skills while learning to understand (and addressing) the needs of the user's business. This can include working through the LEARN Server, and other self-led training material from the Bentley-provided training portals.
- Staying up to date with primary products and knowledge of the base functionality of adjacent products
- Create clear and accurate contributions to Bentley Community forum posts, knowledge base articles, and wikis that accurately reflect the use of the product.
- Different working times may be available - Bentley aims to have support colleagues around the globe to avoid shifts being required.
- Learning to work collaboratively on a team and communicate in meetings.
- Proactively asks questions and reaches out for help when needs assistance.

**What You Bring to The Team**:

- Bachelor’s degree in mechanical engineering, Production Engineering, Computer Engineering, or equivalent experience
- A "user first" attitude and desire to help solve problems.
- 2-6 years of related experience
- Strong communication skills, both written and verbal
- Fluent in English
- Ability to ask open-ended questions and active listening.
- Critical thinking skills
- Ability to work in a global, multicultural environment.
- Proficiency in documenting accurately and troubleshooting steps (tests and configurations changes) and results.
- Strong problem-solving skills and ability to address issues as they arise.
- Strong customer service skills for both internal and external customers (patience, friendliness, and explaining clearly and concisely).
- ALIMeB experience
- Familiarity with databases, SQL Server, and SQL Stored Procedures
- Familiarity with IIS web server
- Windows and Azure Server technology
- Knowledge off Enterprise asset management (EAM) - the management of the maintenance of Physical assets / Tags of an organization throughout each asset's lifecycle.
- Knowledge off Building Information Management (BIM) - The generation and management of digital representations of physical and functional characteristics of places, including Digital Twin concept.
- Will be and advance Configuration Management (CMII) - An enterprise-wide approach to change control and best practices.
- Fourth Industrial Revolution, 4IR, or Industry 4.0 - ongoing automation of traditional manufacturing and industrial practices, using modern smart technology, large-scale machine-to-machine communication (M2M), and the internet of things (IoT).

**Responsibilities**:

- Collection, analysis, and change recommendations of configuration information
- Collection and analysis of customer network information
- Collection and initial analysis of packet trace information

**Job Experience / Abilities Required**:

- Experience in a technical support role in a networking/security company or equivalent education
- Strong understanding of TCP/IP, routing protocols, L2/L3 switches
- Desirable experience with security products firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanning
- Strong troubleshooting and problem-solving skills
- Working knowledge on Windows, UNIX, or Linux
- Previous call center experience, preferably supporting data networking products and/or security products is desirable.
- Strong English and Spanish skills both written and verbal. Ability to speak Portuguese is a plus. Ability to learn Portuguese within one year!
- Adaptable and flexible, operating in a fast-paced, dynamic environment.
- An independent certification on security from SANS, (ISC) 2, ISACA, BS7799/ISO17799 is a plus.
- Travel occasionally for short periods of time to take/provide training and special engagements
- Consultation of technical documentation, bulletins, and release notes for known problems
- Reproduction of customer environments on lab equipment
- Follow up on technical cases including proper escalation and management of the case until case closure.
- Manage customer communication and expectations until the closure of each case
- Submit KB articles monthly to contribute with internal and external DB´s

**Other Job Requirements**:

- Bachelor / Engineering degree in Computer Science, Electronics or Telecommunications granted by a University recognized by the local Education System and/or Education Authority.
- Location: Bogota (must)
- Onsite Modality