Principal Engineer, Remote AI Tools for Global Tech Support

Bentley Systems, Incorporated

Ireland

Remote

EUR 140,000 - 190,000

Full time

3 days ago

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Job summary

Bentley Systems is seeking a Principal Engineer for Global Technical Support Tools and AI Solutions. This remote role in Ireland leads the design and enhancement of in-house tools for Technical Support Engineers, embedding AI to improve log analysis and troubleshooting.

You will mentor staff and drive cross-functional projects across product, engineering, and support teams. The ideal candidate has 10+ years in tech support with tool development and AI integration, excellent communication, and

Qualifications

10+ years of experience in technical support with a focus on tool development and AI integration.
Proven ability to drive cross-functional projects.
Solid understanding of AI and ML concepts in customer support tools.
Excellent problem-solving and communication skills.

Responsibilities

Lead the design, development, and enhancement of in-house tools used by Technical Support Engineers.
Collaborate with cross-functional teams to align tool requirements with goals.
Drive integration of AI capabilities within the tool space to boost efficiency and accuracy.
Explore ML models to automate log analysis and improve troubleshooting.
Mentor a team of technical professionals and foster collaboration and continuous improvement.
Provide guidance to TSEs to maximize tool and AI capabilities.
Partner with product management and engineering to align tool development with customer needs.
Present findings and recommendations to senior leadership.
Establish KPIs to measure tool and AI effectiveness in support outcomes.
Regularly report tool performance and improvement areas to management.