Remote Lead, Global Tech Support Tools & AI

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

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