{"id":3220115,"url":"https://alion.io/job/bentley-systems-principal-engineer-global-technical-support-tools-and-ai-solutions","title":"Principal Engineer, Global Technical Support Tools and AI Solutions","company":{"id":47116,"name":"Bentley Systems","domain":"bentley.com","url":"https://alion.io/company/bentley-systems-infrastructure-engineering-software-company","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Ireland"],"countries":["IE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Machine Learning","optional":false},{"name":"Digital Twin","optional":true}],"status":"live","first_seen_at":"2026-10-23T00:00:00Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-11-02T10:55:25Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Position Summary\nWe 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.\nResponsibilities:\nLead the design, development, and enhancement of in-house tools used by Technical Support Engineers.\nCollaborate with cross-functional teams to identify tool requirements and ensure alignment with organizational goals.\nDrive the integration of AI capabilities within the tool space to enhance the efficiency and accuracy of technical support.\nExplore and implement machine learning models to automate log analysis and improve technical troubleshooting processes.\nMentor a team of technical professionals, fostering a culture of collaboration, innovation, and continuous improvement.\nProvide guidance and support to TSEs to maximise tool and AI capabilities.\nWork closely with product management, engineering, and other stakeholders to align tool development with product features and customer needs.\nPresent findings and recommendations to senior leadership and stakeholders, driving strategic decisions.\nEstablish key performance metrics to assess the effectiveness of tools and AI solutions in improving technical support outcomes.\nRegularly report on tool performance, user feedback, and areas for improvement to senior management.\nQualifications\n10+ years of experience in technical support, with a focus on tool development and AI integration.\nProven experience in driving cross-functional projects.\nStrong understanding of AI and machine learning concepts, particularly in the context of customer support tools.\nExcellent problem-solving skills and the ability to analyze complex technical issues.\nExceptional communication skills, with the ability to convey technical concepts to non-technical stakeholders.\nStrong project management skills, with a track record of delivering projects on time and within budget.\n#LI-PL1\n#LI-Hybrid\n\nThis is a Home-based role.\nWhat We Offer:\nStep into a collaborative work environment where ideas flourish, and teamwork propels us forward towards shared success.\nAn attractive salary and benefits package.\nBentley Impact Day: take a day off from work to volunteer with an organization of your choice.\nCelebrate milestone achievements and moments that matter through our colleague recognition award programs and our Bentley Achievers platform.\nA commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups.\nBe 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.\n Who We Are:\nBentley 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.\nEqual Opportunity Employer:\nBentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.","description_format":"text","description_chars":4435,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Ireland","iso":"IE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["CAD, PLM & BIM Software","Simulation & Digital Twin Software"],"lifecycle":[{"event":"open","at":"2026-10-25T02:38:24Z"}],"visa":[],"liveness":{"score":80,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.884,"p_room":0.9,"age_days":10,"expected_fill_days":20,"reasons":["conf:5","velocity","win:mid"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/bentley-systems-principal-engineer-global-technical-support-tools-and-ai-solutions","json_url":"https://alion.io/job/bentley-systems-principal-engineer-global-technical-support-tools-and-ai-solutions.json","meta":{"generated_at":"2026-11-02T19:09:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26796,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":47116},"rest":"https://alion.io/mcp/rest/get_company?id=47116"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbentley-systems-principal-engineer-global-technical-support-tools-and-ai-solutions"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbentley-systems-principal-engineer-global-technical-support-tools-and-ai-solutions"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbentley-systems-principal-engineer-global-technical-support-tools-and-ai-solutions"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bentley-systems-principal-engineer-global-technical-support-tools-and-ai-solutions\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbentley-systems-principal-engineer-global-technical-support-tools-and-ai-solutions"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3220115}},{"tool":"search_jobs","arguments":{"company":"bentley.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3220115},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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