• Provide basic technical support and troubleshooting to customers, ensuring a high level of customer satisfaction. • Collaborate with senior support engineers and managers to handle customer accounts and resolve technical issues efficiently. • Resolve customer issues using existing resources, like Knowledge Article, on first contact or escalate to Support Engineers. • Assist in providing basic support and troubleshooting for clients, escalating complex issues to technical support engineers as needed. • Follow standard practices in the documentation of customer interactions, issues, and resolutions in a customer relationship management (CRM) and/or ticketing system. • Monitor and respond to support tickets in a timely manner, ensuring service-level agreements (SLAs) are met. • Assist team in providing feedback to product development teams based on customer interactions and recurring issues. • Assist in the creation and maintenance of knowledge base articles and support documentation. • Perform basic system administration tasks as required. • Participate in training sessions to stay updated on the latest technologies and support practices. • Leverage AI tools and techniques to enhance work efficiency and optimize business operations by automating routine tasks to improve accuracy, save time, and minimize errors. • Utilize AI-driven insights to refine decision-making, elevate customer experience, and boost team productivity while ensuring its application provides measurable value.

• Receiving & processing requests per alerts & calls, within the defined SLA. • Clarification of the incoming request with the Customers, ticket creation, and routing of the ticket to L2 Engineer. • Timely reaction to calls and alerts. • Following support procedures and participation in procedures improvement. • Acknowledging alerts from the OpsGenie. • Creating tickets. • Implementing fixes of L1/L2 level according to pre-defined procedures.

• Perform callflow minor updates and upgrades • Resolve clients' issues in a timely manner • Clarify incoming requests with customers • Create and route tickets to L2 Engineer • React to call alerts promptly • Follow support procedures • Acknowledge alerts from OpsGenie • Implement fixes of L1/L2 level according to procedures

Role Description Bentley Systems has exciting opportunities for a skilled professional with deep expertise in reality model generation, photogrammetry, and context capture technologies. This role involves creating precise 3D models from drone photos and working closely with the development team to ensure seamless integration into our solutions. - Produce high-quality reality models using drone imagery. - Leverage Bentley Systems OpenTower iQ for automated reality model generation and ContextCapture for processing imagery and point clouds. - Manage large datasets and streamline workflows for efficient model production. - Collaborate with User Success, QA, and Delivery teams to integrate reality models into projects. - Ensure accuracy, scalability, and compliance with project requirements. - Diagnose and resolve technical issues related to reality modeling processes. - Work with development team to create detection solutions including image annotations etc. Qualifications - Proven experience in reality modeling and photogrammetry workflows. - Hands-on experience with ContextCapture or similar software. - Strong understanding of 3D modeling, geospatial data, and point cloud processing. - Familiarity with data visualization tools. - Excellent problem-solving skills and attention to detail. Requirements - Knowledge of LiDAR processing and drone-based data acquisition (nice to have). - Experience with RTK and GCP data processing (nice to have). Benefits - A great Team and culture. - An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction. - An attractive salary and benefits package. - A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups. - A company committed to making a real difference by advancing the world’s infrastructure for better quality of life. - Training and professional development opportunities (certifications programs, conferences etc.). - Additional annual leave days and extra paid days for different occasions (marriage, moving day, bereavement leave etc.). - Health insurance package and accidents insurance 24/7. - Referral program with bonuses. - Extra paid day for volunteering in the organization of your choice. - Ability to work from office or fully remote from home.