Technical Support Engineer

TL;DR

Technical Support Engineer: Providing expert technical guidance across Bentley’s product portfolio, diagnosing and resolving complex issues in enterprise environments with an accent on networking, infrastructure, and enterprise‑scale systems. Focus on troubleshooting methods and tools to assess reported problems, escalating unresolved issues to relevant teams, and continuously upskilling on product updates.

Location: Mexico DF, MX

Company

hirify.global provides software solutions for infrastructure professionals to design, build, and operate resilient infrastructure for various sectors.

What you will do

• Act as the main technical support contact for users, resolving issues across Bentley products via phone, email, and web support.
• Identify, troubleshoot, and escalate advanced software and networking problems, addressing complex software and network-related issues.
• Keep precise records of user support cases, share relevant documentation, and contribute to internal knowledge repositories.
• Prioritise and manage support cases with timely updates, communication, and follow‑through.
• Reproduce issues in test environments, including simulation of network topologies and application configurations.
• Share expertise internally and participate in community‑driven support initiatives.

Requirements

• 2+ years of technical support experience in SaaS, enterprise, or global environments.
• Bachelor’s degree in engineering, IT, Computer Science, or a related field.
• Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly.
• Strong troubleshooting mindset, user‑centric approach, and high emotional intelligence.
• Proven ability to prioritise workload, manage multiple cases, and collaborate effectively within global teams.
• Support-focused networking skills: diagnose and resolve common customer connectivity and configuration issues across Windows and enterprise networks.

Nice to have

• Experience administering engineering information or document management systems in enterprise environments.
• Knowledge of creating, navigating, and managing iModels to Synchronize CAD files.
• Intermediate to advanced knowledge of cloud technologies.

Culture & Benefits

• Bentley is an equal opportunity employer.