Technical Support Engineer

TL;DR

Technical Support Engineer: Providing expert product support for Bentley’s Transport Network and Asset software portfolio with an accent on troubleshooting, issue replication, and incident resolution in Hosted/SaaS environments. Focus on root-cause analysis, accurate case documentation, and knowledge sharing to drive user success across complex enterprise workflows.

Location: Mexico (Remote, Hybrid, or Office-Based)

Company

hirify.global provides software for infrastructure professionals to design, build, and operate better and more resilient infrastructure.

What you will do

• Troubleshoot application issues using in-depth diagnostics, then test and validate fixes.
• Deliver timely technical support to users via web portals, email, and phone.
• Manage incidents by documenting inquiries, troubleshooting steps, and resolutions in an online case system (e.g., ServiceNow) and internal knowledge bases.
• Escalate complex issues to senior engineers or development teams and communicate user requirements in team meetings.
• Create clear technical content for Bentley Communities based on real product usage.
• Continuously expand knowledge of Bentley workflows and improve front-end troubleshooting by understanding user business needs.

Requirements

• Bachelor’s degree in Civil Engineering, Infrastructure, Information Technology, or a closely related field.
• 2+ years of experience in highly technical Product Support or Application Support.
• Proven experience supporting Hosted Applications and SaaS environments.
• Hands-on experience with enterprise ticketing/case management systems (ServiceNow preferred).
• Strong problem-analysis and logical troubleshooting skills, including asking probing questions to diagnose complex issues.
• Fluent English with strong written and verbal communication skills for accurate technical documentation.

Culture & Benefits

• Global Application Support team with a mature, collaborative environment.
• Attractive salary and benefits package.
• Inclusion, belonging, and colleague well-being initiatives and resource groups.
• Work focused on advancing world infrastructure for a better quality of life.

Hiring process

• Application review followed by interviews to assess technical support experience and communication skills.
• Evaluation of fit for enterprise Hosted/SaaS product support and incident management responsibilities.