Principal Engineer, Global Technical Support Tools and AI Solutions

2103 Bentley Systems International Limited; Ireland; Remote; EUR 100,000 - 150,000; Full time

Benefits offered by this job

Salary and benefits package

Bentley Impact Day

Recognition programs

Job summary

Bentley Systems International Limited is seeking a highly skilled leader to join the Global Technical Support organization to design, develop, and deploy in-house tooling and AI-powered log analysis for TSEs.

You will mentor a team, collaborate with product, engineering, and management, and establish metrics to measure impact across global teams. This is a home-based role with hybrid elements and global scope.

Qualifications

• 10+ years of experience in technical support, with a focus on tool development and AI integration.
• Proven experience in driving cross-functional projects.
• Strong understanding of AI and machine learning concepts, particularly in the context of customer support tools.
• Excellent problem-solving skills and the ability to analyze complex technical issues.
• Exceptional communication skills, with the ability to convey technical concepts to non-technical stakeholders.
• Strong project management skills, with a track record of delivering projects on time and within budget.

Responsibilities

• Lead the design, development, and enhancement of in-house tools used by Technical Support Engineers.
• Collaborate with cross-functional teams to identify tool requirements and ensure alignment with organizational goals.
• Drive the integration of AI capabilities within the tool space to enhance the efficiency and accuracy of technical support.
• Explore and implement machine learning models to automate log analysis and improve technical troubleshooting processes.
• Mentor a team of technical professionals, fostering a culture of collaboration, innovation, and continuous improvement.
• Provide guidance and support to TSEs to maximise tool and AI capabilities.
• Work closely with product management, engineering, and other stakeholders to align tool development with product features and customer needs.
• Present findings and recommendations to senior leadership and stakeholders, driving strategic decisions.
• Establish key performance metrics to assess the effectiveness of tools and AI solutions in improving technical support outcomes.
• Regularly report on tool performance, user feedback, and areas for improvement to senior management.

Skills

Tool development

AI integration

Cross-functional

AI/ML concepts

Problem solving

Communication

Project management

Leadership

Technical support

Job description

Position Summary

We are seeking a highly skilled and motivated Individual to join our Global Technical Support (GTS) organization. This role will be pivotal in driving the development and implementation of in-house tools that empower our Technical Support Engineers (TSEs) to analyze customer log files and leverage our AI capabilities effectively. The ideal candidate will possess a strong technical background, exceptional leadership skills, and a passion for innovation in customer support.

Responsibilities

• Lead the design, development, and enhancement of in-house tools used by Technical Support Engineers.
• Collaborate with cross-functional teams to identify tool requirements and ensure alignment with organizational goals.
• Drive the integration of AI capabilities within the tool space to enhance the efficiency and accuracy of technical support.
• Explore and implement machine learning models to automate log analysis and improve technical troubleshooting processes.
• Mentor a team of technical professionals, fostering a culture of collaboration, innovation, and continuous improvement.
• Provide guidance and support to TSEs to maximise tool and AI capabilities.
• Work closely with product management, engineering, and other stakeholders to align tool development with product features and customer needs.
• Present findings and recommendations to senior leadership and stakeholders, driving strategic decisions.
• Establish key performance metrics to assess the effectiveness of tools and AI solutions in improving technical support outcomes.
• Regularly report on tool performance, user feedback, and areas for improvement to senior management.

Qualifications

• 10+ years of experience in technical support, with a focus on tool development and AI integration.
• Proven experience in driving cross-functional projects.
• Strong understanding of AI and machine learning concepts, particularly in the context of customer support tools.
• Excellent problem-solving skills and the ability to analyze complex technical issues.
• Exceptional communication skills, with the ability to convey technical concepts to non-technical stakeholders.
• Strong project management skills, with a track record of delivering projects on time and within budget.
• #LI-PL1 #LI-Hybrid
• This is a Home-based role.

What We Offer

• Step into a collaborative work environment where ideas flourish, and teamwork propels us forward towards shared success.
• An attractive salary and benefits package.
• Bentley Impact Day: take a day off from work to volunteer with an organization of your choice.
• Celebrate milestone achievements and moments that matter through our colleague recognition award programs and our Bentley Achievers platform.
• A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups.
• Be part of a company committed to making a real difference by advancing the world’s infrastructure for better quality of life, where your contributions help build a more sustainable, connected, and resilient world.
• Discover our latest user success stories for an insight into our global impact.

Who We Are

Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world’s infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Our offerings, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent’s software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations.

Bentley Systems’ 5,200 colleagues generate annual revenues of more than $1 billion in 194 countries.

Equal Opportunity Employer

Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.

Additional Information

At Bentley, you'll help shape the future of infrastructure with innovative solutions, a global impact, and a culture that values growth, collaboration, and sustainability.

Built by engineers for engineers, Bentley has been the leading global provider of infrastructure engineering software for 40 years. Join us on our continued journey leading industry change.