Technical Support Engineer, Geotechnical Analysis

The Position The Technical Support Engineer plays a crucial role in helping users of the Seequent Geotechnical Analysis portfolio overcome challenges when using our software. You will apply your geotechnical and numerical expertise to support new and existing users of GeoStudio and PLAXIS, helping them solve complex engineering challenges through geotechnical analysis software. These applications are used by thousands of engineers worldwide on projects involving slopes, foundations, deep excavations, tunnels, dikes, offshore structures, and underground construction. You will work closely with users to understand and resolve technical challenges, delivering support through phone, forums, video calls, and web service tickets. You will also collaborate with the Product Development team to report issues and contribute to product improvements based on user feedback. In addition, you will support the delivery of educational services, including workshops, courses, webinars, training programs, mentoring, and in-house customer events. In this role, you will have the opportunity to: · Provide timely, high-quality technical support for complex customer inquiries, resolving issues related to product functionality, software configuration, system setup, troubleshooting, bugs, enhancements, testing, and root-cause analysis across email, telephone, and support platforms. · Apply your geotechnical expertise to help users select appropriate modelling approaches, explain the results of Limit Equilibrium Method and Finite Element geotechnical analyses, and educate customers on the theoretical principles behind software calculations and results. · Manage customer support cases from initial inquiry through resolution, ensuring accurate documentation, proactive communication, adherence to SLO targets, customer satisfaction, and effective follow-up on issues and outcomes. · Serve as a key liaison between users and internal teams by communicating customer feedback, collaborating with Product Management, QA, and Development teams, and providing insights into industry trends, product improvements, and evolving user needs. · Identify recurring issues, recommend scalable solutions, and develop best-practice resources, including knowledge articles, white papers, practical examples, demos, community content, and on-demand learning materials that support both users and colleagues. · Deliver educational services through webinars, virtual and classroom-based training, workshops, mentoring, and knowledge-sharing initiatives while supporting Application Engineering and Product Success activities. · Contribute to a collaborative and high-performing team environment by fostering cross-functional knowledge sharing, maintaining awareness of industry trends and regulations, and continuously driving personal and professional development. To be successful in this role, you should have: · . in Geotechnical Engineering, or an equivalent combination of education and experience. · 1–5 years of engineering-related experience and customer service experience. · Excellent written and verbal communication skills, with the ability to clearly convey complex technical concepts, and fluency in English. · Experience with geotechnical analysis solutions, including GeoStudio (Limit Equilibrium Method and Finite Element groundwater flow analysis) and PLAXIS (Finite Element stress analysis), with basic knowledge of related applications such as Leapfrog and OpenGround. · Strong problem-solving skills, including the ability to develop creative solutions for complex technical challenges and identify opportunities for continuous improvement. · Proficiency with Bentley and Seequent Support Services tools and processes (e.g., ServiceNow, Communities, Azure DevOps, and Aha), along with experience using Python or another object-oriented programming language to support automation workflows. · A self-motivated, proactive approach with a strong desire to learn, take ownership, contribute to team success, and support ongoing professional growth. Additional Information This is a 12-month fixed-term role based in our Vancouver, BC office, where you will be expected to work from the office two to three days per week. Candidates based in Calgary and Winnipeg will also be considered. Occasional early morning or evening work may be required to support colleagues and customers across different time zones, and travel may be required from time to time to provide in-person support or training. #LI-SS1