Principal Engineer, Global Technical Support Tools and AI Solutions

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.

• 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 too