Regional Solution Engineer in Europe (UK based)

BMC Helix; Greater London; On-site; GBP 60,300 - 100,500; Full time

Job summary

BMC Helix is seeking a Solutions Engineer to architect and drive AI-driven IT operations across customer environments in the United Kingdom. You will design HelixGPT agent use cases, align technical requirements with business outcomes, and collaborate with sales, professional services, and delivery partners.

You will lead pre-sales activities, respond to RFx, and validate integration with ITSM platforms and observability tools, while ensuring security, governance, and scalability.

Qualifications

• Expertise in ITSM, AIOps, observability, or AI-driven IT operations.
• Strong knowledge of generative and agentic AI concepts.
• Ability to lead technical and value-based discussions with CIO/CTO-level stakeholders.
• Hands-on proficiency with REST APIs and scripting (Python or PowerShell).
• Proven pre-sales engagements resulting in production deployments.

Responsibilities

• Architect BMC Helix solutions aligned to customer objectives.
• Design HelixGPT agent use cases with governance and integration.
• Support Sales with discovery, demos, POVs/POCs.
• Respond to RFx, develop technical proposals, and deployment recommendations.
• Validate interoperability across ITSM, observability, CMDBs, and cloud services.
• Ensure alignment with security, compliance, governance, and scalability.
• Document handover artifacts for adoption engineers and partners.
• Enable teams through technical mentorship and knowledge sharing.

Skills

ITSM

AIOps

Observability

Agentic AI

REST APIs

Job description

Key Responsibilities

• Architect BMC Helix solutions (AI Service Management, AIOps, HelixGPT Agentic AI—including embedded across the portfolio and as standalone agents) aligned to customer technical requirements, business objectives, and desired operational outcomes.
• Design HelixGPT agent use cases tailored to the customer's environment, including agent scope, data access, guardrails, governance considerations, success criteria, and integration with customer workflows.
• Support Sales with discovery workshops to identify customer business objectives, technical requirements, operational challenges, and success criteria. Conduct demonstrations, technical deep-dives, proofs of value (POVs), and proofs of concept (POCs) to validate solution fit and expected outcomes.
• Respond to RFx documents and develop technical proposals, solution architectures, implementation assumptions, and deployment recommendations in collaboration with Professional Services and delivery partners.
• Validate interoperability and integration feasibility across the customer's enterprise ecosystem, including ITSM platforms (ServiceNow, Ivanti, Halo, Freshworks…), observability tools (Splunk, Datadog, Dynatrace…), CMDBs, cloud services, automation platforms, data sources, and third-party applications.
• Ensure proposed solutions align with customer security, compliance, governance, scalability, and operational requirements.

Pre-Sales to Post-Sales Continuity

• Document solution intent, business objectives, technical requirements, success criteria, assumptions, risks, and agreed solution architecture in a structured handover artifact that enables the Customer Adoption Engineer (for direct accounts), Partner Adoption Engineer (for partner-led accounts), and customer stakeholders to execute successfully.
• Partner with the Customer Adoption Engineer during the first 90 days of deployment to validate architectural decisions, assist in technical challenges, and ensure design assumptions remain valid in production environments and validate value objectives.
• Identify technical, operational, organizational, and adoption risks throughout the sales cycle, and recommend mitigation strategies, phased approaches, or scope adjustments when necessary to improve customer outcomes and long‑term retention.
• Ensure customer expectations regarding capabilities, AI use cases, integrations, timelines, and adoption outcomes are clearly documented and aligned across customer, partner, sales, and delivery teams.

Customer and Internal Enablement

• Play an active role in the development and maintenance of reusable demonstration assets, reference architectures, technical playbooks, and HelixGPT agent design patterns that incorporate field‑proven best practices, deployment guidance, and customer success learnings.
• Enable account teams and partners through technical mentorship, coaching, and knowledge‑sharing on BMC Helix capabilities, AI use cases, competitive positioning, solution differentiation, and best practices for technical qualification, adoption, and expansion.
• Act as a subject‑matter expert for designated solution domains, contributing to internal communities of practice, technical enablement programs, and thought‑leadership initiatives.
• Collaborate with Customer Adoption Engineers, Partner Adoption Engineers, and delivery teams to capture and share repeatable success patterns, lessons learned, and emerging customer requirements.
• Provide structured feedback to Product Management on customer requirements, adoption challenges, competitive trends, product gaps, and emerging use cases to help influence product strategy, roadmap priorities, and future product enhancements.
• Develop and maintain relationships with customer technical champions. Develop customer references to support sales and analyst customer validations.

Required Qualifications

• Demonstrated expertise in at least two of the following domains: IT Service Management (ITSM), AIOps, observability, IT operations management, service automation, or AI‑driven IT operations.
• Strong working knowledge of generative and agentic AI concepts, including their application in designing, orchestrating, and governing enterprise AI agents in IT environments.
• Proven ability to lead technical and value‑based discussions with stakeholders ranging from system administrators and architects to senior executives (CIO/CTO level), translating technical solutions into business outcomes.
• Hands‑on proficiency with REST APIs, scripting (Python or PowerShell), and enterprise integration patterns across cloud, SaaS, and on‑premise environments.
• Demonstrated track record of pre‑sales engagements that resulted in successful production deployments and measurable customer adoption and value realization.

Preferred Qualifications

• Direct experience with BMC Helix or comparable enterprise IT operations platforms, such as ServiceNow, Ivanti, or similar ITSM solutions, along with observability and AIOps platforms such as Dynatrace, Moogsoft, or equivalent enterprise tooling ecosystems.
• Hands‑on experience designing, deploying, or operating agentic AI use cases in enterprise environments, including integration into production workflows, governance of AI behavior, and alignment with operational and security requirements.
• Industry certifications such as ITIL Foundation or higher, and/or cloud platform certifications (AWS, Azure, GCP) or Kubernetes certifications; additional exposure to AI/ML or platform engineering certifications is a plus.
• Experience supporting complex global enterprise accounts across multiple regions and time zones, including coordination across distributed technical teams, stakeholders, and delivery partners in production environments.

Success Measures

• Technical win rate on qualified opportunities, weighted by deal complexity and strategic importance.
• Pre‑sales‑to‑production conversion rate, measured by successful deployment of architected solutions into production environments with defined customer success criteria.
• Measurable value realization in accounts influenced by the Solution Engineer, including operational efficiency gains, automation outcomes, and improvements in service performance where applicable.
• Quality of solution handover as rated by Customer Adoption Engineering and validated against deployment readiness, completeness of documentation, and clarity of success criteria.

Benefits

The annual base salary range represents the low and high end of the Helix salary range for this position. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs.

The range listed is just one component of Helix's employee compensation package. Other rewards may include a variable plan and country‑specific benefits.

At Helix, it is not typical for an individual to be hired at /near the top of the range. A reasonable estimate of the current range is £ 60,300 - £ 100,500.

EEOC Statement

Helix is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Helix maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.