Remote Principal Engineer — AI Tooling & Support Innovation

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

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.