Entitlement Support Analyst I

TL;DR

Entitlement Support Analyst (Licensing): Providing first-line technical support for Bentley’s licensing technology to users in North and South America with an accent on troubleshooting, root cause analysis, and issue resolution. Focus on replicating license issues on Microsoft Windows, performing system adjustments, and ensuring customer satisfaction through timely responses and knowledge sharing.

Location: Mexico City (Hybrid or Remote)

Company

hirify.global is a world-leading software company providing solutions for designing, building, and operating infrastructure in transportation, water, energy, cities, and more.

What you will do

• Provide timely responses and resolutions to customer licensing queries and technical issues per defined OKRs.
• Perform root cause analysis, replicate, test, and resolve license application issues on Microsoft Windows.
• Handle software usage queries, demonstrate reporting tools, and make necessary system contract adjustments.
• Log interactions in CRM/ticketing system, document solutions for knowledge management, and direct users to resources.
• Collaborate with team members, follow processes like screen sharing and follow-ups, and participate in meetings.
• Offer occasional after-hours and holiday coverage on a rotating basis.

Requirements

• Written and spoken fluency in Spanish and English required
• 1-2 years of experience in basic troubleshooting or technical product support
• Comfortable managing changing priorities and high volume of issues
• Strong problem-solving, creative thinking, and interpersonal communication skills
• Self-motivated, proactive with desire to learn
• Basic Microsoft topology knowledge: networking, DNS, IPs, cryptography, app log reading, XML

Nice to have

• Experience with software license management
• Knowledge of Entitlements, Commercial Programs, Cloud Services
• Experience with SAP CRM and ServiceNow

Culture & Benefits

• Great team and supportive collaborative environment
• Competitive salary and benefits
• Work in a global diverse international team
• Colleague recognition awards
• Exciting career in infrastructure software solutions