Engineer, Global Technical Support Tools and AI Solutions

Bentley Systems; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Bentley Impact Day

Colleague recognition program

Wellbeing and inclusion initiatives

Job summary

Bentley Systems is seeking a highly skilled and motivated Individual to join our Global Technical Support (GTS) organization in a home-based role. You will lead design, development, and enhancement of in-house tools for Technical Support Engineers, driving AI integration and ML-driven log analysis to improve troubleshooting and support outcomes.

You will mentor a team, collaborate with product management and engineering, and establish KPIs while reporting to senior leadership on tool performance

Qualifications

• 10+ years of experience in technical support with focus on tool development and AI integration.
• Proven ability to drive cross-functional projects and manage timelines.
• Strong understanding of AI/ML concepts in customer support tools and excellent troubleshooting.

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

Leadership

Cross-functional collaboration

Problem solving

Technical communication

Project management

AI/ML concepts

Job description

Описание

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.

Задачи

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.

Требования

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.

This is a Home-based role.

Условия

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.

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.