Technical Support Engineer

TL;DR

Technical Support Engineer (AssetWise): Providing timely technical support for AssetWise Reliability (APM) product via phone, email, and portal with an accent on troubleshooting, root cause diagnosis, and knowledge sharing. Focus on resolving issues effectively, escalating complex cases, and contributing to knowledge base, forums, and team collaboration.

Location: Home or Hybrid in Canada (remote role for individuals based in Canada)

Company

hirify.global provides software for infrastructure professionals to design, build, and operate resilient infrastructure worldwide through digital twin solutions.

What you will do

• Provide timely responses to user technical issues via email, web, phone for AssetWise product line.
• Manage client inquiries, document incidents in case management tool and knowledge base.
• Troubleshoot root causes, test solutions, and escalate complex issues.
• Improve troubleshooting skills, learn user business needs via training portals.
• Stay updated on products, contribute to forums, knowledge base, and wikis.
• Collaborate in team meetings, ask questions, and participate in global support initiatives (senior role).

Requirements

• Bachelor’s degree in mechanical/production/computer engineering, business, or equivalent.
• 2-6 years related experience (more for senior).
• Fluent in English, strong communication skills.
• Problem-solving, critical thinking, customer service skills.
• AWR/CMMS or EAM experience.
• Familiarity with databases, SQL Server, stored procedures, Client/Server apps, IIS, Windows, Azure.
• Ability to work in global multicultural environment.

Nice to have

• Solid AWR knowledge for business/technical aspects (senior).
• Experience mentoring/colleagues on complex issues (senior).
• Knowledge of industry/product trends.

Culture & Benefits

• Global support team with flexible working times to avoid shifts.
• Access to LEARN Server and Bentley training portals.
• Collaborative team environment with internal communication forums.
• Equal opportunity employer.