Technical Support Engineer (ProjectWise)

TL;DR

Technical Support Engineer (ProjectWise): Providing technical assistance for the ProjectWise cloud collaboration and engineering document management platform with an accent on structured troubleshooting and user success. Focus on isolating software defects, optimizing custom workflows, and bridging the gap between end-users and development teams.

Location: Must be based in Mexico (Remote, Hybrid, or Office-Based)

Company

World-leading software company providing digital twin solutions and infrastructure software for architecture, engineering, and construction professionals.

What you will do

• Provide expert troubleshooting and support for ProjectWise features via email, service tickets, phone, and community portals.
• Isolate, diagnose, and resolve technical issues, escalating complex bugs to software developers with comprehensive documentation.
• Educate users on best practices and optimal configurations to maximize their return on the ProjectWise platform.
• Author detailed technical knowledge base articles and community posts to facilitate self-service resolution for global users.
• Act as a feedback bridge between end-users and Product Management/Development teams to drive software improvement.
• Participate in daily scrum calls to discuss complex cases and ensure consistent global support coverage.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related technical field.
• 2+ years of technical support experience with a proven track record of supporting global, enterprise-level users.
• Solid knowledge of networking principles, including DNS, TCP/IP, FQDN, and clustered server environments.
• Practical experience administering and debugging Windows Operating Systems (Client and Server editions).
• Hands-on experience or solid familiarity with Microsoft SQL Server or Oracle databases.
• Fluent English with outstanding written and verbal communication skills.

Nice to have

• Proven success administering and managing ProjectWise environments.
• Familiarity with other EDMS platforms such as Documentum, Vault, or Aconex.
• Practical knowledge of configuring and managing Microsoft Internet Information Services (IIS).
• Experience with engineering design applications like MicroStation, AutoCAD, Revit, or Civil 3D.
• Familiarity with ProjectWise cloud capabilities like Deliverables Management and ProjectWise Drive.

Culture & Benefits

• Attractive salary and comprehensive benefits package.
• Commitment to inclusion, belonging, and colleague well-being through global initiatives.
• Professional growth opportunities via internal training pathways, wikis, and videos.
• Opportunity to contribute to sustainable and resilient world infrastructure.