Principal Engineer, Global Technical Support Tools and AI Solutions

Imagine a role where your technical prowess directly shapes how thousands of users experience world-class technical support. We are on the lookout for a visionary Principal Engineer to join our Global Technical Support (GTS) organization. This isn't just another engineering job; it's an opportunity to redefine efficiency and empower our Technical Support Engineers worldwide through innovative in-house tools and advanced AI solutions. If you thrive on building impactful software, leading dynamic teams, and pioneering the future of customer support technology from anywhere in the world, then this fully remote position at Bentley Systems might be your next great adventure.

Overview

Bentley Systems is seeking a highly skilled and driven individual to elevate our GTS operations. Your work will be pivotal in developing and implementing sophisticated in-house tools. These solutions will equip our Technical Support Engineers (TSEs) with the ability to meticulously analyze customer log files and effectively leverage our cutting-edge AI capabilities. We need someone with a deep technical foundation, outstanding leadership qualities, and a genuine passion for pushing the boundaries of customer support innovation.

Key Responsibilities

Lead the entire lifecycle of design, development, and ongoing enhancement for critical in-house tools utilized by our Technical Support Engineers.
Collaborate closely with various cross-functional teams to pinpoint precise tool requirements, ensuring every solution aligns perfectly with our broader organizational objectives.
Champion the seamless integration of advanced AI functionalities within our tool ecosystem, significantly boosting the efficiency and accuracy of all technical support operations.
Actively explore and implement robust machine learning models, specifically designed to automate complex log analysis tasks and dramatically improve technical troubleshooting processes.
Inspire and mentor a talented group of technical professionals, cultivating an environment rich in collaboration, continuous innovation, and professional growth.
Provide expert guidance and unwavering support to TSEs, helping them fully maximize the immense potential of our bespoke tools and integrated AI capabilities.

Requirements

To excel in this transformative role, we are looking for a candidate who brings:

Extensive experience in software development, particularly in building scalable applications and tools.
A proven track record in designing and implementing AI/Machine Learning solutions, ideally with a focus on data analysis or troubleshooting.
Demonstrated leadership abilities, including experience mentoring technical teams and driving complex projects to successful completion.
Strong proficiency in programming languages relevant to tool development and AI integration (e.g., Python, C#, Java).
Deep understanding of customer support processes and the challenges faced by support engineers.
Exceptional problem-solving skills and an innovative mindset, always seeking better ways to achieve results.
Excellent communication and interpersonal skills for effective collaboration with diverse teams globally.
A passion for leveraging technology to enhance user experience and operational efficiency.

What You'll Gain

The chance to make a profound, global impact on how technical support is delivered and experienced at a leading software company.
An exciting opportunity to work at the forefront of AI and machine learning, applying cutting-edge technology to real-world challenges.
A leadership position where you can truly shape strategy, foster talent, and drive technological innovation.
A collaborative and supportive remote work environment that values autonomy, continuous learning, and professional development.
Competitive compensation and benefits package.